Customer participation in service recovery: a meta-analysis

Yves Van Vaerenbergh (), Simon Hazée () and Annelies Costers ()
Additional contact information
Yves Van Vaerenbergh: KU Leuven
Simon Hazée: University of Liège
Annelies Costers: KU Leuven

Marketing Letters, 2018, vol. 29, issue 4, No 5, 465-483

Abstract: Abstract Research on customer participation in service recovery is surging, yet empirical examinations provide mixed results. A meta-analysis of 30 independent samples reported in 21 studies (N = 7872) shows that the effect sizes for the relationships between customer participation in service recovery and customer outcomes are rather weak. We also find that customer participation in service recovery has an indirect effect on satisfaction with service recovery via distributive justice and procedural justice, but not via interactional justice. Conversely, customer participation in service recovery has an indirect effect on overall satisfaction via distributive justice and interactional justice, but not via procedural justice. Finally, the effectiveness of customer participation in service recovery is stronger when customers participate in the outcome of the recovery and for customers with an Eastern cultural background, but weaker when additional compensation is offered and in online settings.

Keywords: Service failure; Service recovery; Customer participation; Co-creation; Customer complaints (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (13)

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DOI: 10.1007/s11002-018-9470-9

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