How customers cope with service failure? A study of brand reputation and customer satisfaction
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...
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| Veröffentlicht in: | Journal of business research 2015-03, Vol.68 (3), p.665-674 |
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| container_end_page | 674 |
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| container_title | Journal of business research |
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| creator | Sarkar Sengupta, Aditi Balaji, M.S. Krishnan, Balaji C. |
| description | 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. |
| doi_str_mv | 10.1016/j.jbusres.2014.08.005 |
| format | Article |
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The data supports the proposed model.</description><subject>Airline industry</subject><subject>Brand image</subject><subject>Brand reputation</subject><subject>Brands</subject><subject>Business reputation</subject><subject>Consumer behavior</subject><subject>Coping mechanism</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Customers</subject><subject>Experimental design</subject><subject>Public relations</subject><subject>Satisfaction</subject><subject>Service failure</subject><subject>Studies</subject><issn>0148-2963</issn><issn>1873-7978</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2015</creationdate><recordtype>article</recordtype><recordid>eNqFkE1LJDEQhoO44OjuT1gIePHSbaXT-eiTiOgqCF70uiGdrmCamc6YdI_47zfDuBcvnkKlnnqpegj5zaBmwOTlWI_9khPmugHW1qBrAHFEVkwrXqlO6WOyKg1dNZ3kJ-Q05xEAGgC9In_v4zt1S57jBlOmLm6Rvof5lWZMu-CQehvWS8Irek3zvAwfNHraJzsNNOF2me0c4kT35f8Qmstf9tbtOz_JD2_XGX99vmfk5e72-ea-enz683Bz_Vi5VrG5QmgF9FI4ybkYGq4EG7wX3SBU6z13jeoBOimY1j3HjnW-5W6w4LW0QirHz8jFIXeb4tuCeTabkB2u13bCuGTDpFRccM5UQc-_oGNc0lS2K1QLquUg2kKJA-VSzMWtN9sUNjZ9GAZmb92M5tO62Vs3oE2xXuauDnNYrt0FTCa7gJPDISR0sxli-CbhH5gwjfM</recordid><startdate>20150301</startdate><enddate>20150301</enddate><creator>Sarkar Sengupta, Aditi</creator><creator>Balaji, M.S.</creator><creator>Krishnan, Balaji C.</creator><general>Elsevier Inc</general><general>Elsevier Sequoia S.A</general><scope>AAYXX</scope><scope>CITATION</scope><scope>8BJ</scope><scope>FQK</scope><scope>JBE</scope><orcidid>https://orcid.org/0000-0002-6003-7644</orcidid></search><sort><creationdate>20150301</creationdate><title>How customers cope with service failure? 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| ispartof | Journal of business research, 2015-03, Vol.68 (3), p.665-674 |
| issn | 0148-2963 1873-7978 |
| language | eng |
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| source | Access via ScienceDirect (Elsevier) |
| subjects | Airline industry Brand image Brand reputation Brands Business reputation Consumer behavior Coping mechanism Customer satisfaction Customer services Customers Experimental design Public relations Satisfaction Service failure Studies |
| title | How customers cope with service failure? A study of brand reputation and customer satisfaction |
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