An Empirical Examination of the Structural Dimensions of the Service Recovery System*
研究识别并定义了服务补救系统的七个结构维度，通过158家服务提供商的数据验证了量表，为管理者提供了诊断工具，也为后续研究奠定基础。
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.