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Marketing Letters

, Volume 29, Issue 4, pp 465–483 | Cite as

Customer participation in service recovery: a meta-analysis

  • Yves Van VaerenberghEmail author
  • Simon Hazée
  • Annelies Costers
Article

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 

Notes

Funding information

The first author (G0C5617N) and third author (SB/151556) are grateful for financial support from the Research Foundation—Flanders.

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Copyright information

© Springer Science+Business Media, LLC, part of Springer Nature 2018

Authors and Affiliations

  • Yves Van Vaerenbergh
    • 1
    Email author
  • Simon Hazée
    • 2
  • Annelies Costers
    • 1
  1. 1.Department of MarketingKU LeuvenBrusselsBelgium
  2. 2.Department of Marketing, HEC LiègeUniversity of LiègeLiègeBelgium

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