ABSTRACT Online service failure can be disruptive to end users, leading some to confront the service provider to vent their anger and anxiety. Prior research holds that users’ attributions regarding the cause of the service failure affect their perceptions of the service provider. These attributions can be mediated by the user’s coping style. However, few studies have examined the role of coping in dealing with online service failure. This study tests the mediating effects of three coping styles (e.g. confrontational, acceptance and positive reinterpretation) on attribution in online service failure in a cloud storage context. The study finds that control attribution predicted confrontational coping but not acceptance or positive reinterpretation. The more the user believes the failure cause is permanent (stability attribution), the more likely they are to use acceptance coping, but the less likely they are to use confrontational coping or positive reinterpretation. In addition, confrontational coping partially mediated the relation between control attribution and satisfaction, and positive interpretation partially mediated the relation between stability attribution and satisfaction. Acceptance did not predict satisfaction.

中文翻译：

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面对、接受还是重新解释？应对云服务故障归因的中介效应

摘要 在线服务失败会对最终用户造成破坏，导致一些人与服务提供商对抗以发泄他们的愤怒和焦虑。先前的研究认为，用户对服务失败原因的归因会影响他们对服务提供商的看法。这些归因可以通过用户的应对方式来调节。然而，很少有研究考察了应对在处理在线服务故障方面的作用。本研究测试了三种应对方式（例如对抗、接受和积极重新解释）对云存储环境中在线服务故障归因的中介作用。该研究发现，控制归因预测对抗性应对，但不能预测接受或积极的重新解释。用户越相信故障原因是永久性的（稳定性归因），他们越有可能使用接受应对，但他们就越不可能使用对抗应对或积极的重新解释。此外，对抗性应对在控制归因与满意度之间的关系中起部分中介作用，而积极解释在稳定性归因与满意度之间的关系中起部分中介作用。接受并不能预测满意度。