This paper provides an empirical synthesis of the relationship involving the service recovery process in experimental studies. First, the strength, direction and significance of the pairwise relationships involved in service recovery was assessed. Then, methodolological characteristics coded as moderator variables were used to account for variability in study effects. Results indicate that distributive justice has the largest effect on satisfaction with complaint handling, followed by procedural and interactional, justice. The results also suggest that interactional and procedural justice have a stronger effect on satisfaction with complaint handling in US studies. Results also highlight how the pursue of originality leads to a lack of replication in experimental designs, and therefore, to the vulnerability of the effect size estimates.

Antecedents and Consequences of Service Recovery Process in Experimental Studies: a Meta Analysis / G. Pizzi; E.Forti; L. Pareschi; C. Orsingher. - ELETTRONICO. - (2008), pp. 25-34. (Intervento presentato al convegno Emac /European Marketing Academy) Conference tenutosi a Brighton nel 27-30 Maggio).

Antecedents and Consequences of Service Recovery Process in Experimental Studies: a Meta Analysis

PIZZI, GABRIELE;PARESCHI, LUCA;ORSINGHER, CHIARA
2008

Abstract

This paper provides an empirical synthesis of the relationship involving the service recovery process in experimental studies. First, the strength, direction and significance of the pairwise relationships involved in service recovery was assessed. Then, methodolological characteristics coded as moderator variables were used to account for variability in study effects. Results indicate that distributive justice has the largest effect on satisfaction with complaint handling, followed by procedural and interactional, justice. The results also suggest that interactional and procedural justice have a stronger effect on satisfaction with complaint handling in US studies. Results also highlight how the pursue of originality leads to a lack of replication in experimental designs, and therefore, to the vulnerability of the effect size estimates.
2008
Emac Conference Proceedings
25
34
Antecedents and Consequences of Service Recovery Process in Experimental Studies: a Meta Analysis / G. Pizzi; E.Forti; L. Pareschi; C. Orsingher. - ELETTRONICO. - (2008), pp. 25-34. (Intervento presentato al convegno Emac /European Marketing Academy) Conference tenutosi a Brighton nel 27-30 Maggio).
G. Pizzi; E.Forti; L. Pareschi; C. Orsingher
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11585/73916
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