Coping Behaviors v.s. Customer Complaint Behavior: A Study of Iranian Consumers' Coping Behaviors with Service Failures

Charsetad, P., Vazifehdoost, H., & Nikoomaram, H. (2016). Coping behaviors V.S Customer Complaint Behavior: A Study of Iranian Consumers 'Coping Behaviors with Service Failures. Revista Brasileira De Marketing E-ISSN:2177-5184, 15(5).

10 Pages Posted: 9 Jan 2017

See all articles by Parvaneh Charsetad

Parvaneh Charsetad

Islamic Azad University (IAU) - Department of Accounting

Hossein Vazifehdoost

Islamic Azad University (IAU) - Department of Accounting

Hashem Nikoomaram

Islamic Azad University (IAU), Qazvin Branch, Department of Management, Students

Date Written: December 1, 2016

Abstract

Consumer researchers have become increasingly interested in the study of coping. This research contributes to this novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure.

Design/methodology/approach – For this purpose after an extensive review of related literature, the preliminary scale consist of 45 items was adopted and compiled from previous studies. The paper uses both exploratory (EFA) and confirmatory (CFA) factor analysis to examine the factor structure and psychometric properties of these items.

Findings – After a confirmatory factor analysis and reliability and validity tests, a hierarchal model with three higher order and nine lower order factor, was obtained.

Originality/value – Despite the importance of coping strategies in service failure context, there isn't any considerable research in Iran to identify coping behaviors.

Keywords: Coping Strategies, Service Failure, Hospitality, Consumer Behavior

JEL Classification: M0; M1; M10; M3; M31; 014; L1

Suggested Citation

Charsetad, Parvaneh and Vazifehdoost, Hossein and Nikoomaram, Hashem, Coping Behaviors v.s. Customer Complaint Behavior: A Study of Iranian Consumers' Coping Behaviors with Service Failures (December 1, 2016). Charsetad, P., Vazifehdoost, H., & Nikoomaram, H. (2016). Coping behaviors V.S Customer Complaint Behavior: A Study of Iranian Consumers 'Coping Behaviors with Service Failures. Revista Brasileira De Marketing E-ISSN:2177-5184, 15(5). , Available at SSRN: https://ssrn.com/abstract=2894916

Parvaneh Charsetad (Contact Author)

Islamic Azad University (IAU) - Department of Accounting ( email )

ahvaz
Iran

Hossein Vazifehdoost

Islamic Azad University (IAU) - Department of Accounting ( email )

ahvaz
Iran

Hashem Nikoomaram

Islamic Azad University (IAU), Qazvin Branch, Department of Management, Students ( email )

Quazvin
Iran

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