Customer Participation in Service Recovery: A Meta-Analysis

Van Vaerenbergh, Yves; Hazee, Simon; Costers, Annelies

doi:10.1007/s11002-018-9470-9

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Customer Participation in Service Recovery: A Meta-Analysis

Van Vaerenbergh, Yves; Hazee, Simon; Costers, Annelies

2018 • In Marketing Letters, 29, p. 465-483

Peer Reviewed verified by ORBi

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https://hdl.handle.net/2268/227670

DOI
10.1007/s11002-018-9470-9

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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 :

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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