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題名：情緒發洩、報復與利他：服務失誤後之線上負面口碑
書刊名：臺大管理論叢
作者：汪志堅 引用關係／吳宜環
作者(外文)：Wang, Chih-chien／Wu, Yi-huan
出版日期：2013
卷期：24:1
頁次：頁173-205
主題關鍵詞：負面口碑；情緒；服務失誤；Negative word-of-mouth；Emotion；Service failure
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(9) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:9
  • 共同引用共同引用:0
  • 點閱點閱:45
本研究探討消費者在遭遇服務失誤後，產生的情緒對線上負面口碑傳播之影響。本研究共進行四次實證研究，實證研究結果顯示，服務失誤後，失望情緒會產生基於幫助/ 警告他人的利他口碑傳播意圖，以希望其他人能免受同樣的遭遇；生氣情緒則會讓消費者產生懲罰業者的心態，基於報復意圖而散佈負面口碑；此外，本研究發現報復人格特質和報復口碑傳播意圖有顯著正相關。
This research focuses on the influence of emotions and intentions on consumer negativeword-of-mouth (WOM) communications when service failure occurred. The paperconducted four empirical studies to examine the relationship between emotions, intentions,personality trait and negative WOM communications. The results revealed that thedisappointed customers were usually with altruism intention, and would with higherintention to help/warn others; whereas consumers with a higher level of anger had morerevenge intention to engage in negative WOM after service failure.
期刊論文
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47.Lau, Geok Theng、Ng, Sophia(2001)。Individual and situational factors influencing negative word-of-mouth behavior。Canadian Journal of Administrative Sciences，18(3)，163-178。  new window
48.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Walsh, Gianfranco、Gremler, Dwayne D.(2004)。Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?。Journal of Interactive Marketing，18(1)，38-52。  new window
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53.Richins, Marsha L.(1997)。Measuring emotions in the consumption experience。Journal of Consumer Research，24(2)，127-146。  new window
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57.Bougie, R.、Pieters, R.、Zeelenberg, M.(2003)。Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services。Journal of the Academy of Marketing Science，31(4)，377-393。  new window
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60.Stuckless, N.、Goranson, R.(1992)。The vengeance scale: Development of a measure of attitudes toward revenge。Journal of Social Behavior and Personality，7(1)，25-42。  new window
會議論文
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2.Emmons, R. A.(1992)。Revenge: Individual differences and correlates。100th annual convention of the American Psychological Association。Washington。  new window
3.Sterling, B. S.、Gaertner, S. L.(1976)。The effects of angers on helping behavior。47th annual meeting of the Eastern Psychological Association。New York。  new window
圖書
1.Day, R. L.、Landon, E. L.(1977)。Toward a theory of consumer complaining behavior。New York, NY：North Holland。  new window
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6.Weber, A. L.(1991)。Introduction to Psychology。Harper Collins College。  new window
 
 
 
 
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