Customer intention to participate in service recovery: what is it and what are the drivers?

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2023-11-08 DOI:10.1108/jstp-11-2022-0250

Gurbir Singh, Abhishek Mishra

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引用次数: 0

Abstract

Purpose Customer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to participate in service recovery, provided the firm offers them the opportunity. In this study, the authors propose the construct named customer intention to participate in service recovery (CIPSR), develop a scale for it and argue that it is not always implicit but rather is dependent on the consumer's perceived control. Design/methodology/approach A multi-method approach was used with a combination of qualitative interviews, literature review, unaided dimension identification, correspondence analysis, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling to develop the CIPSR scale. The authors used structural equation modelling to test the proposed effect of perceived control on CIPSR. Findings The study proposes a four-dimensional scale for CIPSR. The authors also found support for the effect of perceived control on CIPSR, with anxiety and failure controllability attribution as intermediate variables. Originality/value This study develops a comprehensive scale to measure CIPSR using a rigorous multi-method technique, as well as establishes its importance in the existing literature.

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顾客参与服务恢复的意愿是什么?驱动因素是什么?

顾客参与服务补救是与服务提供者共同创造价值的途径之一。大多数现有的研究假设，顾客愿意参与服务补救，只要公司提供他们的机会。在本研究中，作者提出了顾客参与服务恢复意向(CIPSR)的概念，并编制了其量表，并认为它并不总是隐含的，而是依赖于消费者的感知控制。设计/方法/方法采用定性访谈、文献回顾、独立维度识别、对应分析、探索性因子分析(EFA)、验证性因子分析(CFA)和结构方程建模相结合的多方法方法来编制CIPSR量表。作者使用结构方程模型来检验知觉控制对CIPSR的影响。研究提出了CIPSR的四维量表。以焦虑和失败可控性归因作为中间变量，作者还发现了知觉控制对CIPSR的影响。本研究采用严格的多方法技术开发了一个综合量表来衡量CIPSR，并在现有文献中确立了其重要性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.