Coping behaviors V.S Customer Complaint Behavior: A Study of Iranian Consumers 'Coping Behaviors with Service Failures | Zendy

Parvaneh Charsetad | Zendy; Hossein Vazifehdoost | Zendy; Hashem Nikoomaram | Zendy

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Coping behaviors V.S Customer Complaint Behavior: A Study of Iranian Consumers 'Coping Behaviors with Service Failures

Author(s) -

Parvaneh Charsetad,

Hossein Vazifehdoost,

Hashem Nikoomaram

Publication year - 2016

Publication title -

remark - revista brasileira de marketing

Language(s) - English

Resource type - Journals

ISSN - 2177-5184

DOI - 10.5585/remark.v15i5.3303

Subject(s) - confirmatory factor analysis , coping (psychology) , psychology , exploratory factor analysis , originality , complaint , applied psychology , structural equation modeling , social psychology , clinical psychology , psychometrics , statistics , mathematics , creativity , political science , law

Purpose–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.