An Empirical Examination of the Structural Dimensions of the Service Recovery System*

Abstract

ABSTRACT This study identifies the structural dimensions that constitute a service recovery system. We employ a structured scale development process to introduce, define, and operationalize seven distinct first‐order constructs (i.e., structural dimensions) of service recovery. Potential constructs and their items are identified from the literature, experts and practitioners are employed to refine scales, and psychometric properties are tested using data from a sample of 158 service providers. Constructs such as those developed here should prove to be useful as researchers strive to incorporate operational notions into service recovery studies and to move toward systematic recovery prescriptions for service providers. Accordingly, the results presented herein can provide a springboard for future research on service recovery while also providing practicing managers with a diagnostic tool against which to benchmark existing recovery systems.

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