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Coping with service failures

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References

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1987

Does coping help? A reexamination of the relation between coping and mental health.

1,076 cited

Cited by

2016Impact of service failure severity and agreeableness on consumer switchover intention66 cited
2021Severe service failures and online vindictive word of mouth: The effect of coping strategies61 cited
2016The Positive Effects of Customers’ Power on Their Behavioral Responses After Service Failure60 cited
2023Active or avoidance coping? Influencing mechanisms of streamers' coping strategies on viewers’ word of mouth after livestreaming e-commerce failures53 cited
2022Islamic Leadership, Emotional Intelligence, and Spiritual Intelligence on Passion of Work and Performance47 cited
2021External whistleblowing intentions of auditors: a perspective based on stimulus–organism–response theory44 cited
2022Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector43 cited
2020Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence43 cited
2020The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective37 cited
2018Matching service failures and recovery options toward satisfaction36 cited
2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?34 cited
2023Mapping the service recovery research landscape: A bibliometric‐based systematic review33 cited
2019Trapped in a service encounter33 cited
2022Emotional intelligence similarity in service recovery32 cited
2018Improving relationship quality during the crisis31 cited
2019The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions31 cited