Journal ArticleDOI
How customers cope with service failure? A study of brand reputation and customer satisfaction.
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In this article, the authors examined the different coping mechanisms used by customers when they confront service failure and found that the coping mechanism used by the customers changes depending on the severity of the service failure.About:
This article is published in Journal of Business Research.The article was published on 2015-03-01. It has received 199 citations till now. The article focuses on the topics: Customer retention & Customer satisfaction.read more
Citations
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Journal ArticleDOI
Determinants of negative word-of-mouth communication using social networking sites
TL;DR: The results of the structural equation modelling showed that feeling of injustice, firm attribution, firm image, face concern, reappraisal, use intensity and tie strength are key antecedents of negative word-of-mouth communication.
Journal ArticleDOI
Service quality and price perception of service: Influence on word-of-mouth and revisit intention
Chih-Hsing Sam Liu,Tingko Lee +1 more
TL;DR: In this paper, the authors developed and tested an integrated model of service quality that explicates the affective mechanisms through which service quality is associated with price perception of service (e.g., monetary price and behaviour price), word of mouth (WOM) and revisit intention.
Journal ArticleDOI
The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions
Riza Casidy,Hyunju Shin +1 more
TL;DR: In this article, the authors investigate the direction of harm and the role of service recovery strategies on customer positive and negative intentions after a service failure and find that customer intentions are stronger among those who are directly affected by the service failure than indirectly affected customers.
Journal ArticleDOI
Customers’ emotion regulation strategies in service failure encounters
TL;DR: In this article, the role of emotions in customer evaluation of service failures and how customers' emotion regulation impacts customer satisfaction and behavioral responses (e.g. negative word-of-mouth and repurchase intentions).
Journal ArticleDOI
How a firm's best versus normal customers react to compensation after a service failure
TL;DR: The authors examined whether customers with a strong relationship do or do not react more favorably to different compensation amounts, compared to weak relationship customers, and found that the moderating effect of relationship quality is mediated by perceived reciprocity.
References
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Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Book
Stress, appraisal, and coping
Richard S. Lazarus,Susan Folkman +1 more
TL;DR: In this paper, the authors present a detailed theory of psychological stress, building on the concepts of cognitive appraisal and coping, which have become major themes of theory and investigation in psychology.
Journal ArticleDOI
Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
Journal ArticleDOI
Multivariate data analysis
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
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