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This cumulative dissertation deals with a systematic review of experimental service research over four decades and the cause-and-effect relationships within social media recovery. In total, the dissertation comprises three articles:
1) Albrecht, K. (2016): Understanding the Effects of the Presence of Others in the Service Environment – A Literature Review, in: Journal of Business Market Management, Vol. 9, No. 1, p. 541-563 (VHB-JQ3:D).
2) Hogreve, J. / Bilstein, N. / Hoerner, K. (2018): Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others, revise and resubmit (2nd round) to Journal of Service Research (VHB-JQ3:A) in July 2018.
3) Hogreve, J. / Matta, S. / Hoerner, K. (2018): Cause and Effect: A Systematic Review of Four Decades of Experiments in Service Research, to be submitted to the Journal of Service Research (VHB-JQ3:A).
The first article is a literature review of existing research on the effects of the presence of others in the service environment. Through a systematic literature analysis three context factors could be identified, which significantly influence the interaction between customers in the service environment (online/offline). The second article examines the effects of a specific form of indirect customer interaction by means of several quantitative studies: The effects of customer complaints and subsequent service recovery in social media on virtually present others. The third article presents the current state of experimental service research over a period of four decades by means of a systematic literature analysis and identifies research gaps that should be addressed by future research.