口碑對於消費者在做購買決策時扮演重要的角色，根據研究，口碑不僅是獲得產品相關資訊的重要來源之一，而且在消費者做決策時，口碑訊息也是重要的決定性因素。而在網際網路出現之後，口碑傳播的方式從原來的口耳相傳，演變到現在的網路傳播，而由於網際網路的持久性，以及多對多的性質，使得網際網路成為口碑傳播最有效、最便利的管道。

口碑傳播的傳統研究中，有許多的變數被證實為影響口碑傳播的重要變數，例如傳播者的專業、口碑接受者的專業、知覺風險、主動搜尋口碑的程度、聯繫強度等等，都是重要的要素。但是近年來的研究也顯示，口碑傳播的過程中，屬於感性層面的情緒性變數也會強力的影響到口碑傳播的效果。

因此，本研究以Bansal & Voyer（2000）所提出的傳統口碑程序模型為基礎，加上以Soderlund and Rosengren（2007）所提出之情緒性口碑傳遞模型為基礎的情緒性口碑傳遞模型後，經過修改提出本研究之架構。本研究設計了一個正面口碑實驗與一個負面口碑的實驗，希望能夠了解在網路環境下，認知性要素與情緒性要素是如何影響網路口碑的傳播效果，以及消費者的決策。

本研究使用實體以及網路問卷的方式，共回收正面口碑實驗265有效樣本，負面口碑實驗289有效樣本。並以AMOS進行模型結構方程式的驗證，得到實證結果如下：

1. 口碑傳播者的專業會對口碑效果以及口碑接受者的主動搜尋程度有正向顯著影響。
2. 口碑接受者的專業會對其所感受到的知覺風險有負向影響。
3. 口碑接受者感受到的知覺風險和其主動搜尋程度有正向顯著相關。
4. 口碑傳播者的專業、口碑接受者的主動搜尋程度會對口碑的影響力有正向顯著相關。
5. 口碑傳遞者的情緒會影響到口碑接受者的情緒，且會讓口碑接受者的對產品的態度有顯著影響。
6. 口碑接受者的情緒也會影響到其對於產品的態度。
7. 口碑接受者對產品之態度會和其購買產品的意圖有正向顯著相關。

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