<p>1. Cheng, Simone; Terry Lam, and Cathy H. C. Hsu (2006), "Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior" <em>Journal of Hospitality &amp; Tourism Research</em>, Vol. 30, No. 1, 95-116 DOI: 10.1177/1096348005284269 </p><p><br/>2. Singh, Jagdip (1990), "Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories " <em>Journal of the Academy of Marketing Science</em>, Volume 18, Number 1, 1-15</p><p><br/>3. Wangenheim, Florian v., and Tomás Bayón (2007), "The chain from customer satisfaction via word-of-mouth referrals to new customer acquisition " <em>Journal of the Academy of Marketing Science</em>, Volume 35, Number 2, 233-249</p><p><br/>4. Mazzarol, Tim; Sweeney, Jillian C.; Soutar, Geoffrey N (2007), "Conceptualizing word-of-mouth activity, triggers and conditions: an exploratory study " <em>European Journal of Marketing</em>, Volume 41, Numbers 11-12, 2007 , pp. 1475-1494</p><p><br/>5. East, Robert; Kathy Hammond and Wendy Lomax (2008), "Measuring the impact of positive and negative word of mouth on brand purchase probability "<em> International Journal of Research in Marketing</em>, Volume 25, Issue 3, September, Pages 215-224<br/></p><p>请各位朋友帮忙，非常感谢！！&nbsp;&nbsp; </p>

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