... experiences of legitimacy and safety within encounters? RQ2a. What coping and resilience strategies do female drivers adopt in managing customer behaviour? RQ2b. How do these strategies and interactional dynamics affect women’s well-being and the wider service ecosystem...

... Group Publishing Limited 2011 Consumer forgiveness Service failures Stress and coping Customer behaviour Transactional analysis An executive summary for managers and executive readers can be found at the end of this article. How do customers cope with service failure? Do...

... that customer/service representative similarity will be especially important when confidence levels are low, as might be the case during initial encounters with service industry providers. Trust Customer behaviour Service Service quality Service’s inherent intangibility A service has been...

.... © MCB UP Limited 2002 Service quality Customer behaviour Factor analysis Relationship to costs Of late, service quality has been receiving much prominence because of its obvious relationship to costs (Kellogg et al., 1997), financial performance (Nelson et al...