How customers cope with service failure? A study of brand reputation and customer satisfaction

Aditi Sarkar Sengupta, M.S. Balaji and Balaji C. Krishnan

Journal of Business Research, 2015, vol. 68, issue 3, 665-674

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: Service failure; Brand reputation; Coping mechanism; Experimental design; Customer satisfaction; Airline industry (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (44)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:3:p:665-674

DOI: 10.1016/j.jbusres.2014.08.005

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