Online service failure: antecedents, moderators and consequences

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-10-19 DOI:10.1108/jstp-01-2022-0019

M. Adil, Mohd Sadiq, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Deepak Sangroya, Kumkum Bharti

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引用次数: 10

Abstract

PurposeThe purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.Design/methodology/approachThe current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.FindingsThis systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.Research limitations/implicationsThe study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.Practical implicationsThis systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.Originality/valueThe OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.

查看原文本刊更多论文

在线服务失败：前因、调节因素和后果

目的本研究的目的是对在线服务失败（OSF）文献进行系统回顾，并对这一新兴研究领域的学术研究进行详尽分析。设计/方法论/方法当前的研究采用了结构化的系统文献综述方法来综合和评估OSF文献。此外，本研究采用理论-语境-特征方法论（TCCM）框架，提出了OSF领域未来的研究方向。这篇系统综述表明，OSF的研究仍在发展中，并且主要是不连贯的。此外，该研究开发了一个概念框架，整合了现存文献中经常报道的前因、中介、调节因子和后果。这篇综述还综合了该领域所采用的理论观点。研究局限性/含义该研究遵循特定的入选和排除标准来入围文章。此外，还考虑了仅以英文发表的文章。因此，本综述的研究结果不能推广到所有OSF文献中。实际含义这项系统的审查将前因分为客户和服务提供商的角色，这将使在线服务提供商能够理解驱动OSF的所有因素。它还综合并介绍了服务恢复策略，并强调了在线客户支持在修复OSF方面的作用。原创性/价值OSF的文献仍在发展中，并且仍然高度不连贯，这表明需要进行综合审查。本研究系统地回顾和综合了OSF文献，以研究其随时间的发展，并提出了一个全面理解OSF的框架。

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.