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...

Ausführliche Beschreibung

Gespeichert in:

Bibliographische Detailangaben
Veröffentlicht in:	Journal of business research Jg. 68; H. 3; S. 665 - 674
Hauptverfasser:	Sarkar Sengupta, Aditi, Balaji, M.S., Krishnan, Balaji C.
Format:	Journal Article
Sprache:	Englisch
Veröffentlicht:	New York Elsevier Inc 01.03.2015 Elsevier Sequoia S.A
Schlagworte:	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-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!

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.
AbstractList	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. 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. All rights reserved, Elsevier
Author	Sarkar Sengupta, Aditi Krishnan, Balaji C. Balaji, M.S.
Author_xml	– sequence: 1 givenname: Aditi surname: Sarkar Sengupta fullname: Sarkar Sengupta, Aditi email: aditisarkar@ibsindia.org organization: Department of Marketing and Strategy, ICFAI Business School, IFHE University, Hyderabad, Andhra Pradesh 501 203, India – sequence: 2 givenname: M.S. orcidid: 0000-0002-6003-7644 surname: Balaji fullname: Balaji, M.S. email: makambalaji77@gmail.com organization: Department of Marketing, Taylor's University, Taylor's Business School, Subang Jaya, Selangor 47500, Malaysia – sequence: 3 givenname: Balaji C. surname: Krishnan fullname: Krishnan, Balaji C. email: krishnan@memphis.edu organization: Department of Marketing and Supply Chain Management, Fogelman College of Business and Economics, The University of Memphis, Memphis, TN 38152, USA
BookMark	eNqFkE1r3DAQhkVJoJu0P6Eg6KUXOyPL-jA9hBDaJBDopblWyPKIyuxaW0lOyL-vlk0uueQ0aOZ5X8RzRk6WuCAhXxi0DJi8mNt5XHPC3HbA-hZ0CyA-kA3TijdqUPqEbOpBN90g-UdylvMMAB2A3pA_t_GJujWXuMOUqYt7pE-h_KUZ02NwSL0N2zXhJb2iuazTM42ejskuE024X4stIS708HwtobnusrfucPlETr3dZvz8Ms_Jw88fv69vm_tfN3fXV_eN6xUrDUIvYJTCSc7F1HEl2OS9GCaheu-569QIMEjBtB45DmzwPXeTBa-lFVI5fk6-HXv3Kf5bMRezC9nhdmsXjGs2TErFBedMVfTrG3SOa1rq7yrVg-o5iL5S4ki5FHN1680-hZ1Nz4aBOVg3s3mxbg7WDWhTrdfc9zc5F46SSqom301fHtNYXT0GTCa7gIvDKSR0xUwxvNPwHyWLo-w
CitedBy_id	crossref_primary_10_1080_0965254X_2022_2050781 crossref_primary_10_1016_j_jbusres_2021_04_034 crossref_primary_10_1108_ITP_03_2024_0324 crossref_primary_10_1108_MIP_01_2024_0039 crossref_primary_10_1007_s40547_023_00137_8 crossref_primary_10_1108_MIP_08_2021_0253 crossref_primary_10_1108_QMR_12_2021_0147 crossref_primary_10_1108_JSM_07_2019_0263 crossref_primary_10_1016_j_jbusres_2016_04_010 crossref_primary_10_1108_IJBM_04_2020_0191 crossref_primary_10_1108_IJBM_07_2022_0287 crossref_primary_10_1016_j_ijhm_2020_102613 crossref_primary_10_1108_MIP_01_2023_0028 crossref_primary_10_1016_j_jdmm_2024_100866 crossref_primary_10_1016_j_techfore_2023_122697 crossref_primary_10_1108_IJCHM_07_2017_0395 crossref_primary_10_1016_j_jretconser_2025_104268 crossref_primary_10_1108_JEIM_07_2023_0352 crossref_primary_10_1016_j_jretconser_2023_103334 crossref_primary_10_1108_JSTP_01_2018_0013 crossref_primary_10_1016_j_jhtm_2021_03_004 crossref_primary_10_1016_j_jretconser_2021_102760 crossref_primary_10_1080_1062726X_2020_1795867 crossref_primary_10_1080_23311975_2024_2313789 crossref_primary_10_1080_09720529_2018_1526401 crossref_primary_10_1108_JBIM_08_2014_0151 crossref_primary_10_1108_EJM_03_2015_0169 crossref_primary_10_1080_23311975_2021_1892924 crossref_primary_10_1016_j_im_2015_12_002 crossref_primary_10_1007_s11628_016_0333_2 crossref_primary_10_1108_JSM_07_2017_0237 crossref_primary_10_1016_j_jbusres_2020_08_059 crossref_primary_10_1108_IMEFM_07_2017_0179 crossref_primary_10_1108_JBIM_03_2024_0144 crossref_primary_10_1007_s11846_025_00852_7 crossref_primary_10_1108_JSM_12_2019_0487 crossref_primary_10_1109_TEM_2023_3285152 crossref_primary_10_1108_JIMA_03_2021_0059 crossref_primary_10_1002_mar_21788 crossref_primary_10_1002_mar_21548 crossref_primary_10_1080_02642069_2019_1667979 crossref_primary_10_1108_YC_11_2019_1070 crossref_primary_10_1002_cb_2112 crossref_primary_10_1108_K_01_2019_0071 crossref_primary_10_1016_j_ijhm_2021_102873 crossref_primary_10_1007_s11846_024_00762_0 crossref_primary_10_1080_23311975_2023_2272382 crossref_primary_10_1080_10447318_2018_1554319 crossref_primary_10_1108_INTR_02_2022_0113 crossref_primary_10_1108_INTR_02_2022_0115 crossref_primary_10_1080_23311975_2021_1905217 crossref_primary_10_1016_j_ijhm_2021_102911 crossref_primary_10_1177_00472875231213992 crossref_primary_10_1016_j_jretconser_2015_07_012 crossref_primary_10_1108_IJBM_01_2024_0012 crossref_primary_10_1016_j_retrec_2025_101600 crossref_primary_10_1080_10978526_2016_1251822 crossref_primary_10_1016_j_im_2020_103314 crossref_primary_10_1080_02642069_2019_1579800 crossref_primary_10_1108_BFJ_12_2023_1103 crossref_primary_10_1080_10548408_2023_2236634 crossref_primary_10_1108_JIBR_07_2017_0109 crossref_primary_10_1108_BIJ_07_2019_0323 crossref_primary_10_1016_j_jretconser_2023_103278 crossref_primary_10_1002_cb_1816 crossref_primary_10_1177_21582440211040788 crossref_primary_10_1002_mar_21615 crossref_primary_10_1002_mar_21856 crossref_primary_10_1007_s10551_023_05349_5 crossref_primary_10_1016_j_jbusres_2020_04_041 crossref_primary_10_1080_15332667_2020_1855069 crossref_primary_10_1080_15332969_2021_1993559 crossref_primary_10_1080_02642069_2024_2358506 crossref_primary_10_1108_JOSM_01_2019_0013 crossref_primary_10_1108_JSM_04_2021_0112 crossref_primary_10_1016_j_ijpe_2020_107802 crossref_primary_10_1108_EJM_12_2019_0884 crossref_primary_10_1108_JHTI_06_2021_0141 crossref_primary_10_1080_08874417_2022_2061640 crossref_primary_10_1080_08911762_2019_1628330 crossref_primary_10_18825_iremjournal_292881 crossref_primary_10_1016_j_elerap_2021_101029 crossref_primary_10_1108_EMJB_01_2023_0032 crossref_primary_10_3390_ijerph18052488 crossref_primary_10_1016_j_enpol_2024_114033 crossref_primary_10_1016_j_jbusres_2024_114757 crossref_primary_10_15549_jeecar_v9i5_1061 crossref_primary_10_1016_j_ijhm_2022_103341 crossref_primary_10_1016_j_jbusres_2020_03_015 crossref_primary_10_1108_JBS_03_2018_0040 crossref_primary_10_1108_JSM_11_2023_0415 crossref_primary_10_1177_1467358417743080 crossref_primary_10_1108_JCM_06_2018_2726 crossref_primary_10_1108_IMDS_10_2022_0642 crossref_primary_10_1016_j_jretconser_2018_01_012 crossref_primary_10_1016_j_ijhm_2021_102990 crossref_primary_10_1016_j_jretconser_2022_103122 crossref_primary_10_3390_su13179529 crossref_primary_10_1108_APJML_12_2022_1018 crossref_primary_10_1016_j_ijhm_2021_103040 crossref_primary_10_1080_02650487_2019_1710971 crossref_primary_10_22509_kfsa_2018_14_2_007 crossref_primary_10_1016_j_elerap_2019_100919 crossref_primary_10_1108_IJBM_01_2018_0001 crossref_primary_10_1016_j_jairtraman_2020_101836 crossref_primary_10_1016_j_jretconser_2021_102448 crossref_primary_10_1016_j_jretconser_2024_103899 crossref_primary_10_1109_TEM_2020_3015771 crossref_primary_10_1007_s11747_024_01079_w crossref_primary_10_1016_j_jretconser_2021_102601 crossref_primary_10_1057_s41270_023_00222_w crossref_primary_10_1016_j_jretconser_2021_102849 crossref_primary_10_3846_16111699_2017_1280845 crossref_primary_10_1051_shsconf_20173300064 crossref_primary_10_1016_j_jbusres_2020_06_006 crossref_primary_10_1016_j_jbusres_2018_05_018 crossref_primary_10_1080_00207543_2020_1781279 crossref_primary_10_1007_s12525_022_00596_2 crossref_primary_10_1016_j_ijhm_2019_102361 crossref_primary_10_1108_SBM_11_2023_0141 crossref_primary_10_4018_IJSSMET_2018100105 crossref_primary_10_1108_JPBM_03_2019_2293 crossref_primary_10_1080_13683500_2024_2441472 crossref_primary_10_1108_APJML_07_2015_0106 crossref_primary_10_7233_jksc_2018_68_7_104 crossref_primary_10_1007_s11628_023_00525_z crossref_primary_10_3389_fpsyg_2022_948634 crossref_primary_10_1016_j_emj_2016_06_010 crossref_primary_10_1177_10963480241231469 crossref_primary_10_1080_15332969_2018_1456830 crossref_primary_10_4102_jtscm_v10i1_203 crossref_primary_10_1177_10963480241244720 crossref_primary_10_1111_ijcs_12939 crossref_primary_10_1177_1470785317750817 crossref_primary_10_1016_j_ijhm_2024_103881 crossref_primary_10_1016_j_jhtm_2023_06_024 crossref_primary_10_3390_su13084318 crossref_primary_10_1080_02642069_2018_1450868 crossref_primary_10_3389_fpsyg_2022_872670 crossref_primary_10_5585_remark_v22i5_20754 crossref_primary_10_1108_JSM_02_2020_0075 crossref_primary_10_33225_pec_19_77_478 crossref_primary_10_1177_1069031X221130690 crossref_primary_10_1016_j_annals_2022_103400 crossref_primary_10_1080_19368623_2022_2043800 crossref_primary_10_1108_MIP_08_2020_0346 crossref_primary_10_1016_j_jbusres_2020_02_007 crossref_primary_10_1108_JCM_01_2019_3037 crossref_primary_10_1108_EJM_10_2021_0792 crossref_primary_10_3390_su14052675 crossref_primary_10_1016_j_jairtraman_2015_12_007 crossref_primary_10_1016_j_tourman_2024_105028 crossref_primary_10_1016_j_jbusres_2023_114089 crossref_primary_10_1108_IJCHM_09_2018_0717 crossref_primary_10_1080_0965254X_2017_1339115 crossref_primary_10_3389_fpsyg_2022_914024 crossref_primary_10_1108_IHR_05_2023_0025 crossref_primary_10_1080_23311975_2023_2275848 crossref_primary_10_1177_23294906251340964 crossref_primary_10_3390_foods10112638 crossref_primary_10_1002_mar_21932 crossref_primary_10_17336_igusbd_1470830 crossref_primary_10_3389_fenvs_2022_964892 crossref_primary_10_1177_10946705241264008 crossref_primary_10_1016_j_ijhm_2021_103079 crossref_primary_10_1108_IJQSS_07_2020_0115 crossref_primary_10_1080_19368623_2017_1337538 crossref_primary_10_1177_14413582231194071 crossref_primary_10_1080_02642069_2016_1272588 crossref_primary_10_1016_j_ijpe_2022_108722 crossref_primary_10_3390_tourhosp6030147 crossref_primary_10_1108_JSM_08_2019_0318 crossref_primary_10_1080_23311975_2022_2072186 crossref_primary_10_1177_10946705231195008 crossref_primary_10_1108_INTR_05_2018_0232 crossref_primary_10_1016_j_jairtraman_2022_102252 crossref_primary_10_1016_j_ijhm_2025_104177 crossref_primary_10_1108_IJQSS_10_2017_0094 crossref_primary_10_1016_j_indmarman_2021_05_005 crossref_primary_10_1108_JSTP_10_2022_0238 crossref_primary_10_1080_10686967_2018_1474675 crossref_primary_10_1002_mar_21527 crossref_primary_10_1080_19368623_2019_1602095
Cites_doi	10.1016/j.jcps.2009.04.001 10.1177/109467059800100102 10.1016/S0092-6566(02)00563-9 10.1016/j.jbusres.2008.06.008 10.1016/S0167-8116(01)00048-9 10.1037/0022-3514.56.2.267 10.1007/s11747-007-0059-8 10.1177/109467059913002 10.2307/3152081 10.1016/j.janxdis.2007.02.004 10.1037/0022-3514.48.1.150 10.1108/03090569810204580 10.1037/0022-3514.64.3.327 10.1037/0022-3514.50.3.571 10.1016/j.jbusres.2008.03.006 10.1016/S0191-3085(02)24006-X 10.1108/09564230410532475 10.1037/0022-3514.51.6.1173 10.1037/0278-6133.4.3.219 10.1002/per.2410010304 10.1177/1094670512443999 10.1007/s11002-006-9006-6 10.1108/08876040810889157 10.1080/02642069.2011.614339 10.1509/jmkr.38.4.458.18903 10.1207/s15327663jcp1403_11 10.2307/3152082 10.1177/0143034308099202 10.1086/426612 10.1108/08876041111173633 10.1037/0022-3514.52.5.946 10.1037/0022-3514.46.4.919 10.1016/j.jretai.2007.03.008 10.1016/j.jbusres.2007.09.008 10.1016/j.jretai.2008.04.002 10.1057/palgrave.bm.2540174 10.1177/1094670507309607 10.1016/j.pubrev.2010.06.002 10.1016/S0305-750X(03)00069-X 10.2307/3151312 10.1177/1094670510391078 10.1007/s11747-009-0169-6 10.1108/10444061211199322 10.1016/j.jbusres.2008.09.015
ContentType	Journal Article
Copyright	2014 Elsevier Inc. Copyright Elsevier Sequoia S.A. Mar 2015
Copyright_xml	– notice: 2014 Elsevier Inc. – notice: Copyright Elsevier Sequoia S.A. Mar 2015
DBID	AAYXX CITATION 8BJ FQK JBE
DOI	10.1016/j.jbusres.2014.08.005
DatabaseName	CrossRef International Bibliography of the Social Sciences (IBSS) International Bibliography of the Social Sciences International Bibliography of the Social Sciences
DatabaseTitle	CrossRef International Bibliography of the Social Sciences (IBSS)
DatabaseTitleList	International Bibliography of the Social Sciences (IBSS) International Bibliography of the Social Sciences (IBSS)
DeliveryMethod	fulltext_linktorsrc
Discipline	Economics Business
EISSN	1873-7978
EndPage	674
ExternalDocumentID	3538878141 10_1016_j_jbusres_2014_08_005 S0148296314002616
Genre	Feature
GroupedDBID	--K --M -~X .~1 0R~ 13V 186 1B1 1OL 1RT 1~. 1~5 29K 4.4 457 4G. 4JU 5GY 5VS 7-5 71M 85S 8P~ 96U 9JO 9M8 AABNK AACTN AAEDT AAEDW AAGJA AAGUQ AAIAV AAIKJ AAKOC AALRI AAOAW AAQFI AAQXK AAXUO AAYJJ AAYOK ABFNM ABIVO ABJNI ABKBG ABMAC ABMVD ABTAH ABXDB ABYKQ ACBMB ACDAQ ACGFO ACGFS ACHQT ACHRH ACNCT ACNTT ACRLP ACXNI ADBBV ADEZE ADMHC ADMUD AEBSH AEKER AELAQ AFAZI AFDAS AFFNX AFKWA AFTJW AGHFR AGJBL AGUBO AGUMN AGYEJ AHHHB AI. AIEXJ AIKHN AITUG AJBFU AJOXV ALEQD ALMA_UNASSIGNED_HOLDINGS AMFUW AMRAJ ASPBG AVWKF AXJTR AZFZN BKOJK BKOMP BLXMC BNSAS CS3 D-I DU5 EBS EFJIC EFLBG EJD EO8 EO9 EP2 EP3 F5P F8P FDB FEDTE FGOYB FIRID FNPLU FYGXN G-2 G-Q GBLVA HF~ HLX HVGLF HZ~ H~9 IHE J1W KOM KWQ LG8 LPU LXL LXN M41 MO0 MS~ N9A NEJ O-L O9- OAUVE OHT OKEIE OZT P-8 P-9 P2P PC. PQQKQ Q38 R2- RIG ROL RPZ SBM SDF SDG SDP SEB SES SEW SPCBC SSB SSL SSY SSZ T5K TAE TN5 TWZ U5U UHB UHS VH1 VQA WH7 WUQ XFK XSW XYO YK3 YK4 YQT YYQ ZCA ZRQ ZY4 ~G- 9DU AATTM AAXKI AAYWO AAYXX ABUFD ABWVN ACLOT ACRPL ACVFH ADCNI ADMHG ADNMO AEIPS AEUPX AFJKZ AFPUW AGQPQ AIGII AIIUN AKBMS AKRWK AKYEP ANKPU APXCP CITATION EFKBS ~HD 8BJ FQK JBE
ID	FETCH-LOGICAL-c471t-e0450b65c6335d23751dff59d574ff3c27b00965188b3e919f43cda0f86a567c3
ISICitedReferencesCount	194
ISICitedReferencesURI	http://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=Summon&SrcAuth=ProQuest&DestLinkType=CitingArticles&DestApp=WOS_CPL&KeyUT=000348825800023&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D
ISSN	0148-2963
IngestDate	Sun Sep 28 00:59:48 EDT 2025 Mon Nov 10 01:11:10 EST 2025 Sat Nov 29 03:32:08 EST 2025 Tue Nov 18 20:15:45 EST 2025 Fri Feb 23 02:35:58 EST 2024
IsPeerReviewed	true
IsScholarly	true
Issue	3
Keywords	Brand reputation Service failure Coping mechanism Experimental design Customer satisfaction Airline industry
Language	English
LinkModel	OpenURL
MergedId	FETCHMERGED-LOGICAL-c471t-e0450b65c6335d23751dff59d574ff3c27b00965188b3e919f43cda0f86a567c3
Notes	SourceType-Scholarly Journals-1 ObjectType-Feature-1 content type line 14 ObjectType-Article-1 ObjectType-Feature-2 content type line 23
ORCID	0000-0002-6003-7644
PQID	1640743054
PQPubID	9846
PageCount	10
ParticipantIDs	proquest_miscellaneous_1667353317 proquest_journals_1640743054 crossref_primary_10_1016_j_jbusres_2014_08_005 crossref_citationtrail_10_1016_j_jbusres_2014_08_005 elsevier_sciencedirect_doi_10_1016_j_jbusres_2014_08_005
PublicationCentury	2000
PublicationDate	2015-03-01
PublicationDateYYYYMMDD	2015-03-01
PublicationDate_xml	– month: 03 year: 2015 text: 2015-03-01 day: 01
PublicationDecade	2010
PublicationPlace	New York
PublicationPlace_xml	– name: New York
PublicationTitle	Journal of business research
PublicationYear	2015
Publisher	Elsevier Inc Elsevier Sequoia S.A
Publisher_xml	– name: Elsevier Inc – name: Elsevier Sequoia S.A
References	Yi, Baumgartner (bb0255) 2004; 14 Mattila (bb0190) 2004; 15 Folkman, Lazarus (bb0080) 1985; 48 Jin, Hong (bb0140) 2010; 36 Selnes (bb0230) 1998; 32 Bonifield, Cole (bb0025) 2007; 18 McCrae (bb0200) 1984; 46 Amstadter (bb0010) 2008; 22 Liao, Cheng (bb0180) 2013; 33 Ahluwalia, Unnava, Burnkrant (bb0005) 2001; 38 Roggeveen, Bharadwaj, Hoyer (bb0220) 2007; 83 Smith, Bolton, Wagner (bb0240) 1999; 36 Duhachek, Kelting (bb0065) 2009; 19 Skoufias (bb0235) 2003; 31 Erdem, Swait, Louviere (bb0075) 2002; 19 Lazarus (bb0165) 2006 Lazarus, Folkman (bb0170) 1984 Duhachek (bb0060) 2005; 32 Lind, Van den Bos (bb0185) 2002; 24 Georgiou, Stavrinides (bb0110) 2008; 29 Carver, Scheier, Weintraub (bb0045) 1989; 56 del Río-Lanza, Vázquez-Casielles, Díaz-Martín (bb0050) 2009; 62 Lazarus, Folkman (bb0175) 1987; 1 Hair, Black, Babin, Anderson, Tatham (bb0120) 2006 Zuckerman, Gagne (bb0260) 2003; 37 Kashyap (bb0160) 2001; 10 Gounaris, Stathakopoulos (bb0115) 2004; 11 Kalamas, Laroche, Makdessian (bb0150) 2008; 61 Wojciszke, Brycz, Borkenau (bb0250) 1993; 64 Oliver, Burke (bb0205) 1999; 1 Brady, Cronin, Fox, Roehm (bb0030) 2008; 84 Parlamis (bb0210) 2012; 23 Gelbrich (bb0105) 2010; 38 Dong, Evans, Zou (bb0055) 2008; 36 Anderson (bb0015) 1998; 1 Johnson, Rapp (bb0145) 2010; 63 Buchanan, Simmons, Bickart (bb0040) 1999; 36 Holahan, Moos (bb0130) 1987; 52 Strizhakova, Tsarenko, Ruth (bb0245) 2012; 15 Huang (bb0135) 2011; 25 Fornell, Larcker (bb0095) 1981; 18 Scheier, Carver (bb0225) 1985; 4 Baron, Kenny (bb0020) 1986; 51 Brodie, Whittome, Brush (bb0035) 2009; 62 Karande, Magnini, Tam (bb0155) 2007; 10 Folkman, Lazarus, Gruen, DeLongis (bb0085) 1986; 50 Gabbott, Tsarenko, Mok (bb0100) 2011; 14 Hess (bb0125) 2008; 22 Folkman (10.1016/j.jbusres.2014.08.005_bb0085) 1986; 50 Skoufias (10.1016/j.jbusres.2014.08.005_bb0235) 2003; 31 Brady (10.1016/j.jbusres.2014.08.005_bb0030) 2008; 84 Anderson (10.1016/j.jbusres.2014.08.005_bb0015) 1998; 1 Bonifield (10.1016/j.jbusres.2014.08.005_bb0025) 2007; 18 Strizhakova (10.1016/j.jbusres.2014.08.005_bb0245) 2012; 15 Buchanan (10.1016/j.jbusres.2014.08.005_bb0040) 1999; 36 Gelbrich (10.1016/j.jbusres.2014.08.005_bb0105) 2010; 38 Gabbott (10.1016/j.jbusres.2014.08.005_bb0100) 2011; 14 Baron (10.1016/j.jbusres.2014.08.005_bb0020) 1986; 51 Liao (10.1016/j.jbusres.2014.08.005_bb0180) 2013; 33 Erdem (10.1016/j.jbusres.2014.08.005_bb0075) 2002; 19 Lazarus (10.1016/j.jbusres.2014.08.005_bb0165) 2006 Smith (10.1016/j.jbusres.2014.08.005_bb0240) 1999; 36 Gounaris (10.1016/j.jbusres.2014.08.005_bb0115) 2004; 11 Johnson (10.1016/j.jbusres.2014.08.005_bb0145) 2010; 63 Selnes (10.1016/j.jbusres.2014.08.005_bb0230) 1998; 32 Wojciszke (10.1016/j.jbusres.2014.08.005_bb0250) 1993; 64 Amstadter (10.1016/j.jbusres.2014.08.005_bb0010) 2008; 22 Lind (10.1016/j.jbusres.2014.08.005_bb0185) 2002; 24 Roggeveen (10.1016/j.jbusres.2014.08.005_bb0220) 2007; 83 Karande (10.1016/j.jbusres.2014.08.005_bb0155) 2007; 10 Fornell (10.1016/j.jbusres.2014.08.005_bb0095) 1981; 18 Hess (10.1016/j.jbusres.2014.08.005_bb0125) 2008; 22 Kashyap (10.1016/j.jbusres.2014.08.005_bb0160) 2001; 10 Oliver (10.1016/j.jbusres.2014.08.005_bb0205) 1999; 1 Georgiou (10.1016/j.jbusres.2014.08.005_bb0110) 2008; 29 Dong (10.1016/j.jbusres.2014.08.005_bb0055) 2008; 36 Folkman (10.1016/j.jbusres.2014.08.005_bb0080) 1985; 48 Mattila (10.1016/j.jbusres.2014.08.005_bb0190) 2004; 15 Carver (10.1016/j.jbusres.2014.08.005_bb0045) 1989; 56 Parlamis (10.1016/j.jbusres.2014.08.005_bb0210) 2012; 23 Scheier (10.1016/j.jbusres.2014.08.005_bb0225) 1985; 4 Brodie (10.1016/j.jbusres.2014.08.005_bb0035) 2009; 62 del Río-Lanza (10.1016/j.jbusres.2014.08.005_bb0050) 2009; 62 Ahluwalia (10.1016/j.jbusres.2014.08.005_bb0005) 2001; 38 Kalamas (10.1016/j.jbusres.2014.08.005_bb0150) 2008; 61 Holahan (10.1016/j.jbusres.2014.08.005_bb0130) 1987; 52 Yi (10.1016/j.jbusres.2014.08.005_bb0255) 2004; 14 Jin (10.1016/j.jbusres.2014.08.005_bb0140) 2010; 36 Zuckerman (10.1016/j.jbusres.2014.08.005_bb0260) 2003; 37 Hair (10.1016/j.jbusres.2014.08.005_bb0120) 2006 Duhachek (10.1016/j.jbusres.2014.08.005_bb0065) 2009; 19 McCrae (10.1016/j.jbusres.2014.08.005_bb0200) 1984; 46 Lazarus (10.1016/j.jbusres.2014.08.005_bb0170) 1984 Lazarus (10.1016/j.jbusres.2014.08.005_bb0175) 1987; 1 Duhachek (10.1016/j.jbusres.2014.08.005_bb0060) 2005; 32 Huang (10.1016/j.jbusres.2014.08.005_bb0135) 2011; 25
References_xml	– volume: 15 start-page: 414 year: 2012 end-page: 429 ident: bb0245 article-title: “I'm mad and I can't get that service failure off my mind”: Coping and rumination as mediators of anger effects on customer intentions publication-title: Journal of Service Research – volume: 1 start-page: 196 year: 1999 end-page: 214 ident: bb0205 article-title: Expectation processes in satisfaction formation publication-title: Journal of Service Research – volume: 83 start-page: 403 year: 2007 end-page: 410 ident: bb0220 article-title: How call center location impacts expectations of service from reputable versus lesser known firms publication-title: Journal of Retailing – volume: 19 start-page: 473 year: 2009 end-page: 485 ident: bb0065 article-title: Coping repertoire: Integrating a new conceptualization of coping with transactional theory publication-title: Journal of Consumer Psychology – volume: 36 start-page: 345 year: 1999 end-page: 355 ident: bb0040 article-title: Brand equity dilution: Retailer display and context brand effects publication-title: Journal of Marketing Research – volume: 36 start-page: 123 year: 2008 end-page: 137 ident: bb0055 article-title: The effects of customer participation in co-created service recovery publication-title: Journal of the Academy of Marketing Science – volume: 25 start-page: 509 year: 2011 end-page: 516 ident: bb0135 article-title: Re-examining the effect of service recovery: The moderating role of brand equity publication-title: Journal of Services Marketing – volume: 11 start-page: 283 year: 2004 end-page: 306 ident: bb0115 article-title: Antecedents and consequences of brand loyalty: An empirical study publication-title: Journal of Brand Management – volume: 10 start-page: 1 year: 2001 end-page: 19 ident: bb0160 article-title: The effects of service guarantees on external and internal markets publication-title: Academy of Marketing Science Review – volume: 19 start-page: 1 year: 2002 end-page: 19 ident: bb0075 article-title: The impact of brand credibility on consumer price sensitivity publication-title: International Journal of Research in Marketing – volume: 29 start-page: 574 year: 2008 end-page: 589 ident: bb0110 article-title: Bullies, victims and bully-victims psychosocial profiles and attribution styles publication-title: School Psychology International – volume: 1 start-page: 5 year: 1998 end-page: 17 ident: bb0015 article-title: Customer satisfaction and word of mouth publication-title: Journal of Service Research – volume: 62 start-page: 345 year: 2009 end-page: 355 ident: bb0035 article-title: Investigating the service brand: A customer value perspective publication-title: Journal of Business Research – volume: 4 start-page: 219 year: 1985 end-page: 247 ident: bb0225 article-title: Optimism, coping, and health: Assessment and implications of generalized outcome expectancies publication-title: Health Psychology – volume: 56 start-page: 267 year: 1989 end-page: 283 ident: bb0045 article-title: Assessing coping strategies: A theoretically based approach publication-title: Journal of Personality and Social Psychology – volume: 50 start-page: 571 year: 1986 end-page: 579 ident: bb0085 article-title: Appraisal, coping, health status, and psychological symptoms publication-title: Journal of Personality and Social Psychology – volume: 18 start-page: 39 year: 1981 end-page: 50 ident: bb0095 article-title: Evaluating structural equation models with unobservable variables and measurement error publication-title: Journal of Marketing Research – volume: 38 start-page: 567 year: 2010 end-page: 585 ident: bb0105 article-title: Anger, frustration, and helplessness after service failure: Coping strategies and effective informational support publication-title: Journal of the Academy of Marketing Science – volume: 38 start-page: 458 year: 2001 end-page: 470 ident: bb0005 article-title: The moderating role of commitment on the spillover effect of marketing communications publication-title: Journal of Marketing Research – volume: 48 start-page: 150 year: 1985 end-page: 170 ident: bb0080 article-title: If it changes it must be a process: Study of emotion and coping during three stages of a college examination publication-title: Journal of Personality and Social Psychology – volume: 14 start-page: 234 year: 2011 end-page: 248 ident: bb0100 article-title: Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure publication-title: Journal of Service Research – volume: 52 start-page: 946 year: 1987 end-page: 955 ident: bb0130 article-title: Personal and contextual determinants of coping strategies publication-title: Journal of Personality and Social Psychology – volume: 63 start-page: 787 year: 2010 end-page: 792 ident: bb0145 article-title: A more comprehensive understanding and measure of customer helping behavior publication-title: Journal of Business Research – year: 2006 ident: bb0120 article-title: Multivariate data analysis – volume: 36 start-page: 356 year: 1999 end-page: 372 ident: bb0240 article-title: A model of customer satisfaction with service encounters involving failure and recovery publication-title: Journal of Marketing Research – volume: 18 start-page: 85 year: 2007 end-page: 99 ident: bb0025 article-title: Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses publication-title: Marketing Letters – volume: 22 start-page: 385 year: 2008 end-page: 398 ident: bb0125 article-title: The impact of firm reputation and failure severity on customers' responses to service failures publication-title: Journal of Services Marketing – volume: 33 start-page: 467 year: 2013 end-page: 485 ident: bb0180 article-title: Consumer evaluation of self-service innovation failure: The effect of brand equity and attribution publication-title: The Service Industries Journal – volume: 32 start-page: 41 year: 2005 end-page: 53 ident: bb0060 article-title: Coping: A multidimensional, hierarchical framework of responses to stressful consumption episodes publication-title: Journal of Consumer Research – year: 2006 ident: bb0165 article-title: Stress and emotion: A new synthesis – volume: 14 start-page: 303 year: 2004 end-page: 317 ident: bb0255 article-title: Coping with negative emotions in purchase-related situations publication-title: Journal of Consumer Psychology – volume: 61 start-page: 813 year: 2008 end-page: 824 ident: bb0150 article-title: Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures publication-title: Journal of Business Research – volume: 23 start-page: 77 year: 2012 end-page: 96 ident: bb0210 article-title: Venting as emotion regulation: The influence of venting responses and respondent identity on anger and emotional tone publication-title: International Journal of Conflict Management – year: 1984 ident: bb0170 article-title: Stress, appraisal, and coping – volume: 15 start-page: 134 year: 2004 end-page: 149 ident: bb0190 article-title: The impact of service failures on customer loyalty: The moderating role of affective commitment publication-title: International Journal of Service Industry Management – volume: 84 start-page: 151 year: 2008 end-page: 164 ident: bb0030 article-title: Strategies to offset performance failures: The role of brand equity publication-title: Journal of Retailing – volume: 64 start-page: 327 year: 1993 ident: bb0250 article-title: Effects of information content and evaluative extremity on positivity and negativity biases publication-title: Journal of Personality and Social Psychology – volume: 22 start-page: 211 year: 2008 end-page: 221 ident: bb0010 article-title: Emotion regulation and anxiety disorders publication-title: Journal of Anxiety Disorders – volume: 46 start-page: 919 year: 1984 end-page: 928 ident: bb0200 article-title: Situational determinants of coping responses: Loss, threat, and challenge publication-title: Journal of Personality and Social Psychology – volume: 32 start-page: 305 year: 1998 end-page: 322 ident: bb0230 article-title: Antecedents and consequences of trust and satisfaction in buyer-seller relationships publication-title: European Journal of Marketing – volume: 36 start-page: 352 year: 2010 end-page: 360 ident: bb0140 article-title: Explicating crisis coping in crisis communication publication-title: Public Relations Review – volume: 24 start-page: 181 year: 2002 end-page: 223 ident: bb0185 article-title: When fairness works: Toward a general theory of uncertainty management publication-title: Research in Organizational Behavior – volume: 62 start-page: 775 year: 2009 end-page: 781 ident: bb0050 article-title: Satisfaction with service recovery: Perceived justice and emotional responses publication-title: Journal of Business Research – volume: 31 start-page: 1087 year: 2003 end-page: 1102 ident: bb0235 article-title: Economic crises and natural disasters: Coping strategies and policy implications publication-title: World Development – volume: 37 start-page: 169 year: 2003 end-page: 204 ident: bb0260 article-title: The COPE revised: Proposing a 5-factor model of coping strategies publication-title: Journal of Research in Personality – volume: 10 start-page: 187 year: 2007 end-page: 203 ident: bb0155 article-title: Recovery voice and satisfaction after service failure publication-title: Journal of Service Research – volume: 51 start-page: 1173 year: 1986 end-page: 1182 ident: bb0020 article-title: The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations publication-title: Journal of Personality and Social Psychology – volume: 1 start-page: 141 year: 1987 end-page: 169 ident: bb0175 article-title: Transactional theory and research on emotions and coping publication-title: European Journal of Personality – volume: 19 start-page: 473 issue: 3 year: 2009 ident: 10.1016/j.jbusres.2014.08.005_bb0065 article-title: Coping repertoire: Integrating a new conceptualization of coping with transactional theory publication-title: Journal of Consumer Psychology doi: 10.1016/j.jcps.2009.04.001 – year: 1984 ident: 10.1016/j.jbusres.2014.08.005_bb0170 – volume: 1 start-page: 5 issue: 1 year: 1998 ident: 10.1016/j.jbusres.2014.08.005_bb0015 article-title: Customer satisfaction and word of mouth publication-title: Journal of Service Research doi: 10.1177/109467059800100102 – volume: 37 start-page: 169 issue: 3 year: 2003 ident: 10.1016/j.jbusres.2014.08.005_bb0260 article-title: The COPE revised: Proposing a 5-factor model of coping strategies publication-title: Journal of Research in Personality doi: 10.1016/S0092-6566(02)00563-9 – volume: 62 start-page: 345 issue: 3 year: 2009 ident: 10.1016/j.jbusres.2014.08.005_bb0035 article-title: Investigating the service brand: A customer value perspective publication-title: Journal of Business Research doi: 10.1016/j.jbusres.2008.06.008 – volume: 19 start-page: 1 issue: 1 year: 2002 ident: 10.1016/j.jbusres.2014.08.005_bb0075 article-title: The impact of brand credibility on consumer price sensitivity publication-title: International Journal of Research in Marketing doi: 10.1016/S0167-8116(01)00048-9 – volume: 56 start-page: 267 issue: 2 year: 1989 ident: 10.1016/j.jbusres.2014.08.005_bb0045 article-title: Assessing coping strategies: A theoretically based approach publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.56.2.267 – volume: 36 start-page: 123 issue: 1 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0055 article-title: The effects of customer participation in co-created service recovery publication-title: Journal of the Academy of Marketing Science doi: 10.1007/s11747-007-0059-8 – volume: 1 start-page: 196 issue: 3 year: 1999 ident: 10.1016/j.jbusres.2014.08.005_bb0205 article-title: Expectation processes in satisfaction formation publication-title: Journal of Service Research doi: 10.1177/109467059913002 – volume: 36 start-page: 345 issue: 3 year: 1999 ident: 10.1016/j.jbusres.2014.08.005_bb0040 article-title: Brand equity dilution: Retailer display and context brand effects publication-title: Journal of Marketing Research doi: 10.2307/3152081 – volume: 22 start-page: 211 issue: 2 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0010 article-title: Emotion regulation and anxiety disorders publication-title: Journal of Anxiety Disorders doi: 10.1016/j.janxdis.2007.02.004 – volume: 48 start-page: 150 issue: 1 year: 1985 ident: 10.1016/j.jbusres.2014.08.005_bb0080 article-title: If it changes it must be a process: Study of emotion and coping during three stages of a college examination publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.48.1.150 – volume: 32 start-page: 305 issue: 3/4 year: 1998 ident: 10.1016/j.jbusres.2014.08.005_bb0230 article-title: Antecedents and consequences of trust and satisfaction in buyer-seller relationships publication-title: European Journal of Marketing doi: 10.1108/03090569810204580 – year: 2006 ident: 10.1016/j.jbusres.2014.08.005_bb0120 – volume: 64 start-page: 327 issue: 3 year: 1993 ident: 10.1016/j.jbusres.2014.08.005_bb0250 article-title: Effects of information content and evaluative extremity on positivity and negativity biases publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.64.3.327 – volume: 50 start-page: 571 issue: 3 year: 1986 ident: 10.1016/j.jbusres.2014.08.005_bb0085 article-title: Appraisal, coping, health status, and psychological symptoms publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.50.3.571 – volume: 63 start-page: 787 issue: 8 year: 2010 ident: 10.1016/j.jbusres.2014.08.005_bb0145 article-title: A more comprehensive understanding and measure of customer helping behavior publication-title: Journal of Business Research doi: 10.1016/j.jbusres.2008.03.006 – volume: 24 start-page: 181 year: 2002 ident: 10.1016/j.jbusres.2014.08.005_bb0185 article-title: When fairness works: Toward a general theory of uncertainty management publication-title: Research in Organizational Behavior doi: 10.1016/S0191-3085(02)24006-X – volume: 15 start-page: 134 issue: 2 year: 2004 ident: 10.1016/j.jbusres.2014.08.005_bb0190 article-title: The impact of service failures on customer loyalty: The moderating role of affective commitment publication-title: International Journal of Service Industry Management doi: 10.1108/09564230410532475 – volume: 51 start-page: 1173 issue: 6 year: 1986 ident: 10.1016/j.jbusres.2014.08.005_bb0020 article-title: The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.51.6.1173 – volume: 4 start-page: 219 issue: 3 year: 1985 ident: 10.1016/j.jbusres.2014.08.005_bb0225 article-title: Optimism, coping, and health: Assessment and implications of generalized outcome expectancies publication-title: Health Psychology doi: 10.1037/0278-6133.4.3.219 – year: 2006 ident: 10.1016/j.jbusres.2014.08.005_bb0165 – volume: 1 start-page: 141 issue: 3 year: 1987 ident: 10.1016/j.jbusres.2014.08.005_bb0175 article-title: Transactional theory and research on emotions and coping publication-title: European Journal of Personality doi: 10.1002/per.2410010304 – volume: 15 start-page: 414 issue: 4 year: 2012 ident: 10.1016/j.jbusres.2014.08.005_bb0245 article-title: “I'm mad and I can't get that service failure off my mind”: Coping and rumination as mediators of anger effects on customer intentions publication-title: Journal of Service Research doi: 10.1177/1094670512443999 – volume: 18 start-page: 85 issue: 1 year: 2007 ident: 10.1016/j.jbusres.2014.08.005_bb0025 article-title: Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses publication-title: Marketing Letters doi: 10.1007/s11002-006-9006-6 – volume: 22 start-page: 385 issue: 5 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0125 article-title: The impact of firm reputation and failure severity on customers' responses to service failures publication-title: Journal of Services Marketing doi: 10.1108/08876040810889157 – volume: 33 start-page: 467 issue: 5 year: 2013 ident: 10.1016/j.jbusres.2014.08.005_bb0180 article-title: Consumer evaluation of self-service innovation failure: The effect of brand equity and attribution publication-title: The Service Industries Journal doi: 10.1080/02642069.2011.614339 – volume: 38 start-page: 458 issue: 4 year: 2001 ident: 10.1016/j.jbusres.2014.08.005_bb0005 article-title: The moderating role of commitment on the spillover effect of marketing communications publication-title: Journal of Marketing Research doi: 10.1509/jmkr.38.4.458.18903 – volume: 14 start-page: 303 issue: 3 year: 2004 ident: 10.1016/j.jbusres.2014.08.005_bb0255 article-title: Coping with negative emotions in purchase-related situations publication-title: Journal of Consumer Psychology doi: 10.1207/s15327663jcp1403_11 – volume: 10 start-page: 1 year: 2001 ident: 10.1016/j.jbusres.2014.08.005_bb0160 article-title: The effects of service guarantees on external and internal markets publication-title: Academy of Marketing Science Review – volume: 36 start-page: 356 issue: 3 year: 1999 ident: 10.1016/j.jbusres.2014.08.005_bb0240 article-title: A model of customer satisfaction with service encounters involving failure and recovery publication-title: Journal of Marketing Research doi: 10.2307/3152082 – volume: 29 start-page: 574 issue: 5 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0110 article-title: Bullies, victims and bully-victims psychosocial profiles and attribution styles publication-title: School Psychology International doi: 10.1177/0143034308099202 – volume: 32 start-page: 41 issue: 1 year: 2005 ident: 10.1016/j.jbusres.2014.08.005_bb0060 article-title: Coping: A multidimensional, hierarchical framework of responses to stressful consumption episodes publication-title: Journal of Consumer Research doi: 10.1086/426612 – volume: 25 start-page: 509 issue: 7 year: 2011 ident: 10.1016/j.jbusres.2014.08.005_bb0135 article-title: Re-examining the effect of service recovery: The moderating role of brand equity publication-title: Journal of Services Marketing doi: 10.1108/08876041111173633 – volume: 52 start-page: 946 issue: 5 year: 1987 ident: 10.1016/j.jbusres.2014.08.005_bb0130 article-title: Personal and contextual determinants of coping strategies publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.52.5.946 – volume: 46 start-page: 919 issue: 4 year: 1984 ident: 10.1016/j.jbusres.2014.08.005_bb0200 article-title: Situational determinants of coping responses: Loss, threat, and challenge publication-title: Journal of Personality and Social Psychology doi: 10.1037/0022-3514.46.4.919 – volume: 83 start-page: 403 issue: 4 year: 2007 ident: 10.1016/j.jbusres.2014.08.005_bb0220 article-title: How call center location impacts expectations of service from reputable versus lesser known firms publication-title: Journal of Retailing doi: 10.1016/j.jretai.2007.03.008 – volume: 61 start-page: 813 issue: 8 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0150 article-title: Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures publication-title: Journal of Business Research doi: 10.1016/j.jbusres.2007.09.008 – volume: 84 start-page: 151 issue: 2 year: 2008 ident: 10.1016/j.jbusres.2014.08.005_bb0030 article-title: Strategies to offset performance failures: The role of brand equity publication-title: Journal of Retailing doi: 10.1016/j.jretai.2008.04.002 – volume: 11 start-page: 283 issue: 4 year: 2004 ident: 10.1016/j.jbusres.2014.08.005_bb0115 article-title: Antecedents and consequences of brand loyalty: An empirical study publication-title: Journal of Brand Management doi: 10.1057/palgrave.bm.2540174 – volume: 10 start-page: 187 issue: 2 year: 2007 ident: 10.1016/j.jbusres.2014.08.005_bb0155 article-title: Recovery voice and satisfaction after service failure publication-title: Journal of Service Research doi: 10.1177/1094670507309607 – volume: 36 start-page: 352 issue: 4 year: 2010 ident: 10.1016/j.jbusres.2014.08.005_bb0140 article-title: Explicating crisis coping in crisis communication publication-title: Public Relations Review doi: 10.1016/j.pubrev.2010.06.002 – volume: 31 start-page: 1087 issue: 7 year: 2003 ident: 10.1016/j.jbusres.2014.08.005_bb0235 article-title: Economic crises and natural disasters: Coping strategies and policy implications publication-title: World Development doi: 10.1016/S0305-750X(03)00069-X – volume: 18 start-page: 39 issue: 1 year: 1981 ident: 10.1016/j.jbusres.2014.08.005_bb0095 article-title: Evaluating structural equation models with unobservable variables and measurement error publication-title: Journal of Marketing Research doi: 10.2307/3151312 – volume: 14 start-page: 234 issue: 2 year: 2011 ident: 10.1016/j.jbusres.2014.08.005_bb0100 article-title: Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure publication-title: Journal of Service Research doi: 10.1177/1094670510391078 – volume: 38 start-page: 567 issue: 5 year: 2010 ident: 10.1016/j.jbusres.2014.08.005_bb0105 article-title: Anger, frustration, and helplessness after service failure: Coping strategies and effective informational support publication-title: Journal of the Academy of Marketing Science doi: 10.1007/s11747-009-0169-6 – volume: 23 start-page: 77 issue: 1 year: 2012 ident: 10.1016/j.jbusres.2014.08.005_bb0210 article-title: Venting as emotion regulation: The influence of venting responses and respondent identity on anger and emotional tone publication-title: International Journal of Conflict Management doi: 10.1108/10444061211199322 – volume: 62 start-page: 775 issue: 8 year: 2009 ident: 10.1016/j.jbusres.2014.08.005_bb0050 article-title: Satisfaction with service recovery: Perceived justice and emotional responses publication-title: Journal of Business Research doi: 10.1016/j.jbusres.2008.09.015
SSID	ssj0002008
Score	2.5434158
Snippet	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...
SourceID	proquest crossref elsevier
SourceType	Aggregation Database Enrichment Source Index Database Publisher
StartPage	665
SubjectTerms	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
Title	How customers cope with service failure? A study of brand reputation and customer satisfaction
URI	https://dx.doi.org/10.1016/j.jbusres.2014.08.005 https://www.proquest.com/docview/1640743054 https://www.proquest.com/docview/1667353317
Volume	68
WOSCitedRecordID	wos000348825800023&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D
hasFullText	1
inHoldings	1
isFullTextHit
isPrint
journalDatabaseRights	– providerCode: PRVESC databaseName: ScienceDirect Freedom Collection - Elsevier customDbUrl: eissn: 1873-7978 dateEnd: 99991231 omitProxy: false ssIdentifier: ssj0002008 issn: 0148-2963 databaseCode: AIEXJ dateStart: 19950101 isFulltext: true titleUrlDefault: https://www.sciencedirect.com providerName: Elsevier
link	http://cvtisr.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwtV3Nb9MwFLdKh4ALggGiMJCR2KnKaOrYcU6oQCtAoyDRST1h5cOBliotazPtxr_Oe7GdRMC0ceASJa7tyn4_Pz8_vw9CnudpwAeBlnAs8VFblWtP6jjwmBSaMw2FOq6STYTTqZzPo0-dzk_nC3O2CotCnp9Hm_9KaigDYqPr7D-Qu-4UCuAdiA5PIDs8r0R4TBKXliDToUa6j04n1g7dcIV-Hi_QFP2QTYApbF1MaTg0V44sm9KaH1b-brab_rblA3GBOJs4C3obPqhWM3_WxddyY4TUUbbYLVAL_T2ujYJfxat4WdkUfGj0sMh7vtnUyaaCVedaBYXPGwutls5yGFk-ZpmukC1wsRYHFSZ1hN2MhUnh8wefNyqH5dESBgfDQhO9oArFOuDNxuYu86cf1eTk-FjNxvMZrKfNDw-TjuHl_CF7YwBwjewNQx7JLtkbvRvP39ebOZqHGCtYM4bGCezFX__9IvHmt42-kl5md8htSyc6MnC5Szq62Cc3nNfDPrnpHNS398gXQBCtEUQRQRQRRC2CqEXQSzqiFX7oOqcVfmiDH4qfrhPaxs99cjIZz16_9WwaDi8FyWXnaZD6B4ngqWCMZ0MWcj_Lcx5lPAzynKXDMMGDMEb2S5iO_CgPWJrFg1yKmIswZQ9It1gX-iGhsZQgniYY9REq6UQKEaUgIfMsiRgLkh4J3Oyp1Maox1QpK-WMEZfKTrrCSVeYQnXAe-SobrYxQVouayAdaZSVNI0EqQBglzU9cKRUdtVvlY_X4Rg8L-iRZ_XPwKjx9i0u9LrEOiJkcLjyw0dXqPOY3GrW0gHp7k5L_YRcT8-AXKdPLUp_Aeiot_8
linkProvider	Elsevier
openUrl	ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=How+customers+cope+with+service+failure%3F+A+study+of+brand+reputation+and+customer+satisfaction&rft.jtitle=Journal+of+business+research&rft.au=Sengupta%2C+Aditi+Sarkar&rft.au=Balaji%2C+M+S&rft.au=Krishnan%2C+Balaji+C&rft.date=2015-03-01&rft.issn=0148-2963&rft.volume=68&rft.issue=3&rft.spage=665&rft.epage=674&rft_id=info:doi/10.1016%2Fj.jbusres.2014.08.005&rft.externalDBID=NO_FULL_TEXT
thumbnail_l	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=0148-2963&client=summon
thumbnail_m	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=0148-2963&client=summon
thumbnail_s	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=0148-2963&client=summon