購後認知失調之負面情緒對價格資訊交換與負面口碑的影響; The impact of negative emotions resulting from buying cognitive dissonance on exchange price information and negative word-of-mouth

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題名:	購後認知失調之負面情緒對價格資訊交換與負面口碑的影響;The impact of negative emotions resulting from buying cognitive dissonance on exchange price information and negative word-of-mouth
作者:	駱貞羽;Chen-Yu Lo
貢獻者:	企業管理研究所
關鍵詞:	價格資訊;負面口碑;公眾自我意識;價格相對位置;負面情緒;熟識程度;內外行;price information;negative word-of-mouth;public self-consciousness disposition;degree of expertise;degree of familiarity;negative emotion;comparative price
日期:	2007-06-16
上傳時間:	2009-09-22 14:34:25 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	人與人互動時，常會彼此傳遞訊息或是交換一些資訊，而所傳遞的訊息、資訊有時候是真實的，也有的時候並不是真實的。人常會為了避免責罵、處罰或是欲呈現出某種形象、情境等等某些特定之理由而說謊，根據DePaulo、Kashy、Kirkendol、Wyer 和 Epstein（1996）對說謊的研究發現，說謊是以驚人的頻率發生，在每三次的社交性互動中，就會發生一次說謊。在與消費有關的範疇下，個體可能會以各式各樣的方法來誤導他人，像是誤傳哪裡買到某項商品、欺瞞商品的品牌，或是錯誤的指出他們是否以打折價格購買等。本文依據社會心理學的理論，來探討消費者從事購買行為後進行社會比較，來評估自身的行為是否合宜；和擁有同一款商品的同學與通路商之標價比價後，發現自己買貴了，所欲傳達「聰明消費者」的形象受到威脅，此時，消費者是否會採取欺騙的行為來維護自己的形象，以及是否會以傳播負面口碑來降低因買貴所產生的負面情緒；此外這兩種情況是否會因為與溝通對象的熟識程度、溝通對象對比價商品的內外行、與消費者本身公眾自我意識高低而有不同的表現。　　本文利用敘述性統計分析、主成份分析、變異數分析、集群分析、次序迴歸模型以及共變異數分析等研究方法，以筆記型電腦為比價商品，來驗證上述之關係。研究實證結果顯示，消費者在面對不同的價格相對位置時，會有不同程度的負面情緒；與溝通對象熟識程度的不同，對消費者在價格資訊的欺騙上有顯著的影響，且此影響會因溝通對象對比價商品的內外行而不同；當面對與自己不同熟識程度的溝通對象時，消費者在傳播負面口碑的可能性有顯著差異，但其影響會因對方對筆記型電腦的內外行而不同，消費者本身公眾自我意識的高低，也會影響傳播負面口碑可能性的表現。 When interacting with other people, we often transmit some messages or exchange some information, and those sometimes are true, but sometimes are not. People often tell a lie to avoid scolds and punishment or to form the certain impression and circumstance. According to DePaulo, Kashy, Kirkendol, Wyer and Epstein’s research (1996), one out of every five times that the community members interacted with someone, they tell a lie; for the college students it is one out of three times. In consumption setting, there are a variety of ways in which individuals might deceive others, such as misrepresenting where they purchased a product, lying about the brand name of a product, or even falsely indicating whether or not they purchased a product at a discounted price. This research is on the basis of social psychology to discuss that after comparing his buying price with a classmate’s buying price owning the same product and a distributor price called social comparison to evaluate his behavior, a consumer finds himself paying more money, and then what he wants to present as a smart shopper is threatened. Whether a consumer would deceive to maintain his impression and broadcast negative word-of-mouth (NWOM) to lessen negative emotion resulting from paying more. Moreover, if these two conditions would be influenced by facing different kinds of correspondents, such as having different familiarity and expertise and by a consumer’s public self-consciousness disposition. 　　This research use descriptive statistics analysis, principle analysis, analysis of variance, cluster analysis, ordered regression model and multivariate analysis of covariance to test above-mentioned relationship and takes a notebook as a compared product. According to the result, we find that dissimiliar comparative buying price has influence on a consumer’s negative emotion; different degree of familiarity with a correspondent would have impact on the deception of price information and this impact would differ from different degree of expertise owned by a correspondent on a notebook. The probability of a consumer to broadcast NWOM would be influence by encountering with a different familiar correspondent, and this impact would differ from different degree of expertise owned by correspondent on a notebook. Besides, a consumer’s public self-consciousness disposition would have impact on the probability of a consumer to broadcast NWOM.
顯示於類別:	[企業管理研究所] 博碩士論文

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