情绪发泄报复与利他服务失误后之线上负面口碑-台大管理论丛.PDFVIP

臺大管理論叢 2013/12 24 1 173-206 DOI: 10.6226/NTURM2013.JUL.C11 情緒發洩、報復與利他：服務失誤後之線上負面 口碑 Emotional Episode, Retaliation and Altruism: Negative Online Word-of-Mouths after Service Failure 汪志堅 Chih-Chien Wang, Professor, Graduate Institute of Information Management, National Taipei University 吳宜環 Yi-Huan Wu, Master, Graduate Institute of Information Management, National Taipei University Received 2011/7, Final revision r