Online service failure : antecedents, moderators and consequences

Journal article


Adil, Mohd., Sadiq, M., Jebarajakirthy, Charles, Maseeh, Haroon Iqbal, Sangroya, Deepak and Bharti, Kumkum. (2022). Online service failure : antecedents, moderators and consequences. Journal of Service Theory and Practice. 32(6), pp. 797-842. https://doi.org/10.1108/JSTP-01-2022-0019
AuthorsAdil, Mohd., Sadiq, M., Jebarajakirthy, Charles, Maseeh, Haroon Iqbal, Sangroya, Deepak and Bharti, Kumkum
Abstract

Purpose: The purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.

Design/methodology/approach: The current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.

Findings: This systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.

Research limitations/implications: The study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.

Practical implications: This systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.

Originality/value: The OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.

KeywordsOnline service failure; Systematic literature review; SLR; Lexicometric analysis; TCCM framework
Year01 Jan 2022
JournalJournal of Service Theory and Practice
Journal citation32 (6), pp. 797-842
PublisherEmerald Group Publishing Limited
ISSN2055-6225
Digital Object Identifier (DOI)https://doi.org/10.1108/JSTP-01-2022-0019
Web address (URL)https://www.emerald.com/insight/content/doi/10.1108/JSTP-01-2022-0019/full/html
Open accessPublished as non-open access
Research or scholarlyResearch
Page range797-842
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online19 Oct 2022
Publication process dates
Accepted04 Sep 2022
Deposited28 Jun 2024
Additional information

© Emerald Publishing Limited

Place of publicationUnited Kingdom
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