Service Recovery Paradox: A Meta-Analysis
这篇元分析整合了关于服务补救悖论（SRP）的实证研究，发现SRP对满意度有显著正向影响，但对回购意愿、口碑和企业形象无显著影响，并检验了研究设计、被试类型和服务类别等调节变量的作用。
The Service Recovery Paradox (SRP) has emerged as an important effect in the marketing literature. However, empirical research testing the SRP has produced mixed results, with only some studies supporting this paradox. Because of these inconsistencies, a meta-analysis was conducted to integrate the studies dealing with the SRP and to test whether studies' characteristics influence the results. The analyses show that the cumulative mean effect of the SRP is significant and positive on satisfaction, supporting the SRP, but nonsignificant on repurchase intentions, word-of-mouth, and corporate image, suggesting that there is no effect of the SRP on these variables. Additional analyses of moderator variables find that design (cross-sectional versus longitudinal), subject (student versus nonstudent), and service category (hotel, restaurant, and others) influence the effect of SRP on satisfaction. Finally, implications for managers and directions for future research are presented.