Iranian journal of management sciences

Iranian journal of management sciences

Conceptual framework of service recovery based on consumer culture theory: a Meta-Synthesis approach

Document Type : Research Paper

Authors
shahram ferdosi 1
Shahriar Azizi 2
Bahman Hajipour 3
tayebeh amirkhani 4
1 PhD student, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran.
2 Associate Professor, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran
3 Department of business administration, Faculty of management and accounting, Shahid Beheshti university
4 Assistant Professor, Faculty of Management and Accounting, Shahid Beheshti University, Tehran, Iran.
Abstract
A review of the research literature shows that developing a model of service recovery strategies within the framework of consumer culture theory and influencing variables in this regard is one of the areas that requires deeper research. Based on this, the current research tries to clarify the dimensions of the subject and prepare a comprehensive model in this regard, which is able to explain the model of service recovery according to the consumer culture theory. To achieve this goal, the current research seeks to answer these questions: what are the dimensions of service recovery in the framework of consumer culture theory? What are the relationships between the factors that make up the model of service recovery in the framework of the consumer culture theory? In this research, the meta synthesis method by Sandelowski and Barroso approach have been used to review the research literature. In this research, at first, 210 articles published after 2000 and related to the research topic were selected, and after preliminary reviews and abstract study, 39 articles were finally selected. Finally, the final research model was presented. The final model, which is the result of a holistic view in the discussion of service recovery, contains 40 codes under the title of basic themes, 16 codes under the title of organizing themes, and 6 codes under the title of overarching themes. 6 codes were identified and formed as overarching themes with the titles "recovery personalization, pre-recovery preparations, recovery strategies, recovery tools, perception of recovery, post-recovery reactions".
Keywords
consumer culture theory
service recovery
service recovery strategies
meta synthesis
Subjects
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