Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1017276 | Journal of Business Research | 2015 | 10 Pages |
Abstract
In this paper we examine the different coping mechanisms used by customers when they confront service failure. It was found that the coping mechanism used by customers changes depending on the severity of the service failure. Further, it was observed that brand reputation moderates the relationship between severity of service failure and coping strategies, customer satisfaction and behavioral intentions under different conditions. We conducted an experimental study in an airline travel context. The data supports the proposed model.
Keywords
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Business and International Management
Authors
Aditi Sarkar Sengupta, M.S. Balaji, Balaji C. Krishnan,