情緒發洩、報復與利他：服務失誤後之線上負面口碑

2013臺大管理論叢Social Sciences被引 2

摘要

This research focuses on the influence of emotions and intentions on consumer negative word-of-mouth (WOM) communications when service failure occurred. The paper conducted four empirical studies to examine the relationship between emotions, intentions, personality trait and negative WOM communications. The results revealed that the disappointed customers were usually with altruism intention, and would with higher intention to help/warn others; whereas consumers with a higher level of anger had more revenge intention to engage in negative WOM after service failure.

引用本文（GB/T 7714）

Chih‐Chien Wang, Markus Wu. 情緒發洩、報復與利他：服務失誤後之線上負面口碑[J]. 臺大管理論叢, 2013.

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DOI：https://doi.org/10.6226/nturm2013.jul.c11

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