Article (Scientific journals)
Customer Participation in Service Recovery: A Meta-Analysis
Van Vaerenbergh, Yves; Hazee, Simon; Costers, Annelies
2018In Marketing Letters, 29, p. 465-483
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Keywords :
Service recovery; Customer participation; Co-creation
Abstract :
[en] 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 = 7,872) 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.
Disciplines :
Marketing
Author, co-author :
Van Vaerenbergh, Yves;  KU Leuven > Department of Marketing
Hazee, Simon ;  Université de Liège - ULiège > HEC Liège : UER > UER Management
Costers, Annelies;  KU Leuven > Department of Marketing
Language :
English
Title :
Customer Participation in Service Recovery: A Meta-Analysis
Publication date :
2018
Journal title :
Marketing Letters
ISSN :
0923-0645
eISSN :
1573-059X
Publisher :
Kluwer Academic Publishers, Netherlands
Volume :
29
Pages :
465-483
Peer reviewed :
Peer Reviewed verified by ORBi
Funders :
Research Foundation – Flanders (G0C5617N & SB/151556)
Available on ORBi :
since 10 September 2018

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