Emotional Intelligence as a Moderator of Coping Strategies and Service Outcomes in Circumstances of Service Failure

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The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2012, background): “A recent study demonstrates that consumers’ EI does influence the effect of transgression severity on the coping process (Gabbott et al., 2011), thereby justifying the inclusion of EI in our framework.”
Customer experience challenges: bringing together digital, physical and social realms (2018, background): “From a customer perspective, decision support systems (Bharati and Chaudhury, 2004) and high coping abilities are required (Gabbott et al., 2011).”
The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “One significant stream of research has studied the emotional basis for satisfaction/ dissatisfaction in the context of service failure and recovery (Boshoff 2012; Gabbott et al. 2011; Varela-Neira et al. 2008).”