| Summary: | 碩士 === 國立高雄第一科技大學 === 國際管理碩士學位學程 === 102 === Taiwan is very suitable for an overnight trip on the weekend; it is very popular to leave their city of residence to one-night trips in Taiwan. The public transportation in Taiwan most widely use are Taiwan Railway, Taiwan High Speed Rail, Freeway Schedule Bus Service and Airplane. The first three are most people’s first choice. In Taiwan the long-distance public transportation usually happens the service failures, like delay, traffic jam even service suspension. These service failures occur will lead consumer to have dissatisfied feelings. When the dissatisfaction consumer happens also will have the complaint behaviors. The purpose of this study is to investigate the relations between service failures, complaining behavior and consumer satisfaction, whether the consumer satisfaction be affected by negative emotions. According to the previous studies shows, service failures and consumer complaint behaviors have significant effects on consumer satisfaction. This study will explore adding negative emotions (four categories: fear, anger, shame and sadness) this interaction factor, if the consumer satisfaction will significant influence. According to the result, four categories of negative emotions only two have significantly influence: anger and sadness.
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