A Study On Relationships Among Customer From Hell, Customer Negative Emotion And Customer Avoidance.

• Main Authors: Yang, Chihyu, 楊智裕
• Other Authors: Hung, Shihhsiung
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/25439508816268620783

碩士 === 中國文化大學 === 國際企業管理學系 === 100 === The purpose of this study was to investigate the customer from hell behavior, cus-tomer negative emotions and customer avoidance behavior, when the other customer from hell behavior, the inference customer may have negative emotions, leading to avoidance behavior. In this study, other customer behavior as the independent variable; customer negative emotions as intervening variables can be divided into four dimensions: the unhappy mood, depressed mood, anxiety and angry emotions; customer avoidance behavior as the dependent variable be divided into two dimensions: behavioral responses, and no longer buy. In this study, the general consumer public as the object of study to explore the nega-tive emotions of the customer from hell, customer negative emtion and customer avoidance behavior Relations; by 282 samples. The results showed that: customer from hell is a significant and positive impact on the unhappy mood, also have a significant positive impact on customer from hell not to purchase, and the negative emotions of customers in the customer from hell relations, customer avoidance behavior fully medi-ated the effect.