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

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

Research output: Journal PublicationArticlepeer-review

121 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)665-674
Number of pages10
JournalJournal of Business Research
Volume68
Issue number3
DOIs
Publication statusPublished - 1 Mar 2015
Externally publishedYes

Keywords

  • Airline industry
  • Brand reputation
  • Coping mechanism
  • Customer satisfaction
  • Experimental design
  • Service failure

ASJC Scopus subject areas

  • Marketing

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