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

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.