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Abstract :
[en] Research on customer participation in service recovery is surging, yet empirical examinations
provide mixed results. This paper reports the results of a meta-analysis of relationships linking
customer participation in service recovery to customer outcomes, offering two main
contributions to the literature. First, even though these relationships are positive and
significant, the overall effect of customer participation in service recovery on customer
outcomes is rather weak. Second, the mixed findings reported in literature can be attributed to
differences in the service failure controllability (i.e. failures with unclear causes), cultural
background of the respondents (Eastern versus Western), setting (offline versus online),
method (survey versus experiment), and the journal quality (elite versus non-elite journals).
We conclude with several avenues for further research.
