壹、中文部份
一、書籍
吳明隆，2005，SPSS統計應用實務，松崗電腦圖書資料股份有限公司。
楊世瑩，2005/10，SPSS統計分析實務，旗標出版股份有限公司。
林傑斌，2005，SPSS 12 統計建模與分析程序，文魁資訊股份有限公司。
詹中原，1990，美國政府之危機管理：組織發展與政策架構，美國月刊，第5卷，第5期96-105。盧希鵬，2005，網路行銷，雙葉書廊有限公司。
二、期刊
梁世安。『探討影響網路負面口碑因素之研究』2006第10屆科際整合管理研討會， 233-248頁
三、學報
黃啟明(2005)。大學生購買運動鞋需求動機及影響購買意圖因素之研究—以台南縣市大學生為例，遠東學報第二十二卷第四期。四、學術論文
邱建智，2003，負面口碑訊息對於消費者購買決策影響之探討，國立台灣科技大學企業管理研究所碩士論文。張競宇，2006，網路負面口碑訊息對消費者轉換行為之影響－以次世代電玩主機為例。國立臺灣科技大學企業管理系碩士論文費翠. (2001). 網路市場行家理論驗證與延伸---其網路資訊搜尋、口碑傳播、線上購物行為及個人特質研究. 國立政治大學廣告研究所碩士論文.五、網路資料
台灣網路資訊中心(TWNIC)。2009年1月的「九十八年度台灣寬頻網路使用調查報告」。檢自:(http://www.twnic.net.tw/download/200307/0901c.pdf)。
MBA智庫百科 危機管理 檢自:（http://wiki.mbalib.com/wiki/%E5%8D%B1%E6%9C%BA%E7%AE%A1%E7%90%86）。
MBA智庫百科 危機管理計畫 檢自:（http://wiki.mbalib.com/wiki/%E5%8D%B1%E6%9C%BA%E7%AE%A1%E7%90%86%E8%AE%A1%E5%88%92）。
貳、英文部份
Ajzen, I. (1991), “The Theory of Planned Behavior.” Organizational Behavior and Human Decision Processes (50), pp. 182
Arndt, J. “Role of Product-Related Conversations in the Diffusion of a New Product,” Journal of Marketing Research (4:3), 1967, pp. 291-295.
Bayus, Barry(1985), “Word of Mouth：The Indirect Effects of marketing Efforts”, Journal of Marketing Research, 12(February), pp. 12-18.
Brown, J. J. and Reingen, P., (1987). Social Ties and Word-of-Mouth Referral Behavior. Journal of Consumer Research 14, 350-362.
Duhan, D. F., S. D. Johnson, J. B. Wilcox & G. D. Harrell(1997), ”Influences on Consumer Use of Word-of-Mouth Recommendation Sources”, Journal of the Academy of Marketing Science, Vol. 25, No. 4, pp. 283-295.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: Acomparison of two theorical models. Management Science, 984.
Dellarocas, Ch. (2003). “The Digitalization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms”. Management Science, Vol. 49, No. 10, 2003, pp. 1407-1424,
Frenzen, J. & Nakamoto, K.（1993）,”Structure, Cooperation and the Flow of Market Information”, Journal of Consumer Research, 20, pp. 360-375.
Gilly, M. C., J. L. Graham, M. F. Wolfinbarger and L. J. Yale (1998), “A Dyadic Study of Interpersonal Information Search,” Journal of the Academy of Marketing Science, 25, pp.83-100.
Herr, Frank Kardes, & John Kim（1991）, “Effect of Word-of-Mouth and Product-Attribute Information on Persuasion：an Accessibility-Diagnostic Perspective,” Journal of Consumer Research, Vol. 17, pp.454-462
Harrison-Walker, L. J., The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential Antecedents, Journal of Service Research, Vol.4, No.1, 2001, pp.60-75.
Katona and Mueller, 1955, “ A study in purchasing decisions”, The consumer bebavior: The dynamics of consumer reaction, Vol 1
Rose, Gregory, Huoy Khoo, and Detmar Straub, "Current Technological Impediments to Consumer Electronic Commerce on the World Wide Web." Communications of the AIS 1, no. 16 (June 1999): http://members.aol.com/grose00000/cais/article.html .
Reichheld, F.F. and W. E. Sasser Jr., (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, September/October, Vol. 68, pp.105-111.
Silverman, G., 1997, ‘How to Harness the Awesome Power of Word of Mouth”, Direct Marketing, Vol.60, No.7, pp.32-37.
Schiffman ＆ Kanuk(1997). Consumer Behavior( 6th ed.),624 Glenview. IL: Scott, Foresman and Company.
Schiffman, L. G., & Kanuk, L. L. (2000), Consumer behavior (7th ed.). NY: Prentice Hall.
Wilson, Elizabeth J. & Sherrell, Daniel L.(1993), “Source effects in communication and persuasion research：A meta-analysis of effect size”,Academy of Marketing Science Journal , Greenvale（spring）, Vol. 21, Iss.2, pp. 101-113.