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

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...