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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Bibliographic Details
Published in:Journal of business research Vol. 68; no. 3; pp. 665 - 674
Main Authors: Sarkar Sengupta, Aditi, Balaji, M.S., Krishnan, Balaji C.
Format: Journal Article
Language:English
Published: New York Elsevier Inc 01.03.2015
Elsevier Sequoia S.A
Subjects:
Air travel
Airline industry
Brand image
Brand reputation
Brands
Business reputation
Client satisfaction
Consumer behavior
Consumers
Coping
Coping mechanism
Coping strategies
Customer satisfaction
Customer services
Customers
Experimental design
Public relations
Reputations
Satisfaction
Service failure
Studies
Brand reputation
Service failure
Coping mechanism
Experimental design
Customer satisfaction
Airline industry
ISSN:0148-2963, 1873-7978
Online Access:Get full text
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Summary: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.
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ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2014.08.005