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Online service failure : antecedents, moderators and consequences
Adil, Mohd. Sadiq, M. Jebarajakirthy, Charles Maseeh, Haroon Iqbal Sangroya, Deepak Bharti, Kumkum
Adil, Mohd.
Sadiq, M.
Jebarajakirthy, Charles
Maseeh, Haroon Iqbal
Sangroya, Deepak
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.
Keywords
Online service failure, Systematic literature review, SLR, Lexicometric analysis, TCCM framework
Date
2022
Type
Journal article
Journal
Book
Volume
32
Issue
6
Page Range
797-842
Article Number
ACU Department
Peter Faber Business School
Faculty of Law and Business
Faculty of Law and Business
Collections
Relation URI
Event URL
Open Access Status
License
All rights reserved
File Access
Controlled
Notes
© Emerald Publishing Limited