Abstract：For issues of the express consumer’s emotion and behavior, the empirical research method is used to analyze the data of the questionnaires and to test the model. Results show: consumer’s perceived value significantly affects his negative emotion and the behavior transformation, the perceived sacrifices has positive impact on positive emotion; at the same time, consumer’s emotion and perceived sacrifices have great impact on word of mouth, and the negative emotion affects behavior transformation. Samples of trust relationship show, consumer’s perceived benefits has negative influence on negative feelings, both the positive and the negative emotions significantly affect the word of mouth, and negative emotion influences the behavior transformation. Sample of encounter relationship show, the perceived sacrifices has impact on both the positive and the negative emotions, while the perceived benefits only influence positive emotion, the negative emotion greatly affects the behavioral intention and the word of mouth, and the positive emotions significantly affect the word of mouth.
万君. 感知补救价值对快递顾客情绪和行为意向的影响[J]. 辽宁工程技术大学学报(社会科学版), 2017, 19(1): 59-64.
WAN Jun. The effect of perceived recovery value on express consumer’s emotion and behavioral intention. Journal of Liaoning Technical University), 2017, 19(1): 59-64.