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

Journal of Business Research

Volumn 68, Issue 3, 2015, Pages 665-674

  Sarkar Sengupta, Aditi ^a   Balaji, M S ^b   Krishnan, Balaji C ^c  

^a IFHE UNIVERSITY   (India)

^b TAYLOR S UNIVERSITY   (Malaysia)

^c UNIVERSITY OF MEMPHIS   (United States)

Author keywords

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

Indexed keywords

EID: 84919846347     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2014.08.005     Document Type: Article

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