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This study aims to examine the relative effectiveness of functional and financial remedies in influencing customers' negative coping responses in the event of a data breach. It also uncovers the different mediating roles played by customers' feelings of anger and fear in the process of data breach recovery. This study thus differs from the literature, which has primarily focused on the impact of financial compensation and apologies for service failures in face-to-face environments.

Two scenario-based experiments were conducted to empirically validate the model. The authors received 302 copies of the questionnaire, of which 269 were valid.

This study finds that functional remedies are more effective than financial remedies when sensitive information has been compromised, but there is no significant difference between the effectiveness of the two remedies when nonsensitive information has been compromised. In addition, functional remedies influence negative coping behaviors directly and indirectly; the indirect effect is achieved through the reduction of fear and anger. Contrary to the authors' expectation, financial remedies do not have a direct effect on negative coping behaviors; they can indirectly affect negative coping behaviors by reducing anger but do not affect negative coping behaviors by reducing fear.

This study provides key insights into how to manage customer reactions in the event of a data breach, suggesting the use of carefully designed recovery strategies. Companies must attend to customers' specific emotional responses to manage their negative coping behaviors.

This study extends the limited literature on data breach recovery actions by investigating the different effectiveness of functional and financial remedies in the event of a data breach. It also uncovers how functional and financial recovery strategies affect customers' negative coping behaviors by revealing the different mediating effects of fear and anger.

The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses.

An inductive, exploratory approach was used. Interviews with 20 service customers yielded over 90 detailed lock-in experiences across 25 different services. A multi-step, iterative coding process was used with a mixture of coding techniques that stem from a grounded theory approach.

Four categories of factors that caused customers to endure a negative event were identified (physical lock-in, dependency on the service, social lock-in and psychological lock-in). Customers either experienced inner turmoil (if they perceived having the option to stay or leave) or felt captive; both impacted their well-being and coping strategies in different ways. Three characteristics of negative events that caused lock-in to persist over time were identified.

This is a qualitative study that aims to identify factors behind customer lock-in, reduced well-being and coping strategies across different types of service encounters. Future research may build on these themes to investigate lock-in during specific service encounters in greater depth.

This research provides insights regarding how service providers can anticipate lock-in situations. In addition, the findings point to several ways in which frontline employees can assist customers with the coping process, during lock-in.

Customer lock-in during a service encounter is a common, yet unexplored phenomenon. This research contributes to a better understanding of why customers endure negative events and how such perceptions are reflected in their experiences and behaviors.

We review the literature on stress in organizational settings and, based on a model of job insecurity and emotional intelligence by Jordan, Ashkanasy and Härtel (2002), present a new model where affective responses associated with stress mediate the impact of workplace stressors on individual and organizational performance outcomes. Consistent with Jordan et al., emotional intelligence is a key moderating variable. In our model, however, the components of emotional intelligence are incorporated into the process of stress appraisal and coping. The chapter concludes with a discussion of the implications of these theoretical developments for understanding emotional and behavioral responses to workplace.

This study aims to investigate the effects of workplace bullying on the coping strategies (responses) and counterproductive behavior of hospitality employees.

The sample consisted of 284 luxury hotel employees in the Korean hospitality industry. SPSS and AMOS were the statistical programs used to verify the hypotheses of the present study. Confirmatory factor analysis and reliability analysis were conducted to verify the validity and reliability of the measured items. Before verification of the hypotheses, directivity between factors derived through correlation analysis was verified, and causal relationships with regard to the three hypotheses were verified through the structural equation model.

Organizational and work-related bullying had a significant effect on task coping, whereas personal bullying had a significant effect on emotional and avoidance coping. The results also showed that positive task coping did not significantly affect counterproductive behavior, but negative coping, such as emotional and avoidance responses, significantly affected employees’ counterproductive behavior.

The present study verified that coping responses in work situations can differ depending on the type of workplace bullying that occurs. Task coping, a positive coping strategy, was affected by organizational and work-related bullying, whereas emotional and avoidance coping, negative coping strategies, were negatively affected by personal bullying. Consequently, the possibility of harmful actions against organizations varies depending on the coping strategies chosen by employees who are exposed to bullying. Therefore, appropriate education should be offered to employees to use positive and proactive work-oriented coping strategies when dealing with bullying rather than negative methods such as emotional or avoidance coping.

This study examines variation in health-related coping strategies among the widowed by variation in bereavement, as modified by self-efficacy, religiosity, social support, and self-rated health. Coping strategies are documented by gender, race, age, and income level, and the interaction of gender and race. Data are from the Changing Lives of Older Couples Study (CLOC), a longitudinal dataset from a random sample of older adults from the Detroit Metropolitan area. Bereavement is related to overall negative coping behavior, specifically to daily cigarette consumption and physical inactivity. However, the effect varies based on the gender, race, and age of the widowed, as well as type of moderator.

The purpose of this paper is to explore the formation mechanism of the host country people's coping behavior regarding the construction of transnational railways to help engineering managers and decision makers improve their risk management and lead to sustainable transnational railway construction projects.

This paper adopted the grounded theory methodology to analyze the news stories reported by “Belt and Road Portal” and “The New York Times” about eight transnational railways. They were China–Kyrgyzstan–Uzbekistan (Central Asia), Mecca-to-Medina (West Asia), Hungarian–Serbia (Europe), China–Nepal (South Asia), Bi-Oceanic (South America), Mombasa–Nairobi (Africa), China–Laos (Southeast Asia) and Panama railways (North America). The keywords for news search were the names of each railway. After eliminating the problem sentences with semantic repetition and ambiguity, 2,631 effective sentences were formed to screen the information and code. The process included open, axial and selective coding.

It was concluded that the core structure of the formation mechanism was “situation,” “influence factor,” “cognition” and “coping behavior.” The country-of-origin image has served as an adjustment function in the analysis for the host country people. Governance strategies were suggested focusing on risk prevention, risk mitigation and risk response according to social risk management.

The rise of transnational railway construction is encouraged by the process of globalization. But during the long construction period, the host country people's coping behavior would develop into social conflicts and mass incidents, becoming a significant obstacle to construction objectives. Thus, studying the formation mechanism of public coping behaviors can better take measures to prevent social risks.

The contributions of this research are three aspects: first, a formation mechanism of the host country people's coping behavior based on grounded theory is presented. Second, the country-of-origin image is found to be a factor that cannot be ignored in a transnational context. The formation mechanism of public coping behaviors is improved compared to risk management in the domestic situation. Finally, the host country people pay more attention to the motivations of country-of-origin's controlling interests and their own emotions compared with internal stakeholders.

Since tourism is viewed as being a fast-growing industry, researchers are keen to investigate the negative impacts brought by an increasing number of visitors. As one of the derived social impacts, crowding has been proven to have a negative effect on tourists’ visiting experience. Thus, this study aims to understand tourists’ perception of crowding and its subsequent effect on their loyalty. A theme park in China called China Dinosaur Land, located in Jiangsu Province, is selected as the research site and 296 valid questionnaires are collected from the visitors. The results illustrate that psychological states, such as perceived crowding, emotional response, and coping behavior are much more complex than the study initially proposes; therefore, the hypotheses of the study are amended according to the research results.

Consumer animosity in the wake of Russia–Ukraine war has gained significance in consumer behavior research. In this line, this study aims to examine the critical influence of consumer animosity in developing brand attitude and its ensuing outcomes – brand boycott behavior and brand-country image – the moderating role of perceived intrusiveness on the relationship between consumer animosity and brand attitude and the moderating role of altruism between brand attitude and behavioral outcomes.

Using the data obtained from 411 European consumers, data analysis was performed using structural equation modeling to examine the proposed relationships.

The findings revealed a strong negative influence of consumer animosity on brand attitude, which eventually leads to brand boycott behavior and a negative brand-country image. This work also confirmed the boundary condition of perceived intrusiveness on the effect of consumers’ animosity on brand attitude. Furthermore, the authors validated the moderating effects of altruistic behavior on the relationships between brand attitude and boycott behavior and brand-country image.

This study offers theoretical, practical and policy implications in international marketing domain. The authors acknowledged a few shortcomings and made some recommendations for future research.

In the context of the Russian–Ukraine war, this study creates a novel conceptual framework based on consumer animosity. In the current scenario, provide critical perspective on how European customers’ animosity to Russian brands develops their adverse attitudes. This study also highlighted the alternatives to Russian brands when they were boycotted during the Russia–Ukraine war.

Venting negative emotions on social networking sites (SNS) has become a growing phenomenon among dissatisfied customers. Drawing on social cognitive theory (SCT), the purpose of this paper is to explore the effects of personal outcome expectations and computer self-efficacy on the posting of negative behavior and its impact on venting negative emotions on SNS.

Structural equation modeling was conducted, and 342 dissatisfied customers in Taiwan made up the sample.

This study found that both personal outcome expectations and computer self-efficacy positively affect the posting of negative behavior, which increases the effect of venting negative emotions. Moreover, gender moderates the relationships between the variables in the proposed model.

A bias may exist because sampling was conducted through an online survey on a specific website. This study extended the SCT model by adding the effect of venting negative emotions to the original model and suggested that researchers take gender into consideration when developing consumer complaint theories.

This study suggested that service providers need to detect negative statements and take action before these statements lead to switching behavior among dissatisfied customers. Moreover, “webcare” is recommended as an effective tool to counter negative comment effects among those exposed to complaints on SNS.

This study advanced the understanding of SCT for dissatisfied customers posting negative experiences in the context of SNS.

Chronic exposure to occupational stress may lead to depressive symptoms in police officers. The association between police stress and depressive symptoms and the potential influences of coping and hardiness were evaluated. The paper aims to discuss this issue.

Stress level was assessed in the Buffalo Cardio-Metabolic Occupational Police Stress Study (2004–2009) with the Spielberger Police Stress Survey. The frequency and severity of events at work were used to calculate stress indices for the past year. The Center for Epidemiologic Studies Depression (CES-D) Scale was used to measure depressive symptoms during the past week. Linear regression was used to evaluate the association between the stress indices and depressive symptom scores. Models were adjusted for age, sex, race, smoking status and alcohol intake, and stratified by median values for coping (passive, active and support seeking) and hardiness (control, commitment and challenge) to assess effect modification.

Among the 388 officers (73.2 percent men), a significant positive association was observed between total stress and the CES-D score (β=1.98 (SE=0.36); p<0.001). Lower CES-D scores were observed for officers who reported lower passive coping (β=0.94 (SE=0.45); p=0.038) and higher active coping (β=1.41 (SE=0.44); p=0.002), compared with their counterparts. Officers higher in hardiness had lower CES-D scores, particularly for commitment (β=0.86 (SE=0.35); p=0.016) and control (β=1.58 (SE=0.34); p<0.001).

Results indicate that high active coping and hardiness modify the effect of work stress in law enforcement, acting to reduce depressive symptoms.