| Summary: | <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; line-height: normal;"><strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US">Purpose–</span></strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: RU; mso-fareast-language: RU;" lang="RU">Consumer researchers have become increasingly interested in the study of coping. This research contributes to this </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US">novel</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: RU; mso-fareast-language: RU;" lang="RU"> paradigm by investigating structural theories of coping</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US"> with service failure </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: RU; mso-fareast-language: RU;" lang="RU">using a hierarchical </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US">structure</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: RU; mso-fareast-language: RU;" lang="RU">.</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="RU"> </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US"> <strong></strong></span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; line-height: normal;"><strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US">Design/methodology/approach–</span></strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US"> </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US">For this purpose </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US">after an extensive review of related literature, the preliminary scale consist of 45 items was adopted and compiled from previous studies. </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US">The paper uses both exploratory (EFA) and confirmatory (CFA) factor analysis to examine the factor structure and psychometric properties of these items.</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US"> <strong></strong></span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; line-height: normal; mso-layout-grid-align: none; text-autospace: none;"><strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US">Findings–</span></strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US"> After a confirmatory factor analysis</span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US; mso-fareast-language: RU;" lang="EN-US"> and reliability and validity tests, a hierarchal model with three higher order and nine lower order factor, was obtained. </span></p> <p class="MsoNormal" style="margin-bottom: .0001pt; text-align: justify; line-height: normal;"><strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US">Originality/value–</span></strong><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-fareast-font-family: "Times New Roman"; mso-ansi-language: EN-US;" lang="EN-US"> </span><span style="font-size: 10.0pt; font-family: "Times New Roman",serif; mso-ansi-language: EN-US;" lang="EN-US">Despite the importance of coping strategies in service failure context, there isn't any considerable research in Iran to identify coping behaviors.</span></p>
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