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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