Tsarenko, Yelena; Strizhakova, Yuliya - In: European Journal of Marketing 47 (2013) 1/2, pp. 71-92
Purpose – This study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active,...