Review of Online Service Recovery Research: From Firm and Customer Perspec-tives

近年来，网络服务补救成为企业和学者们关注的课题。本文首先分别从企业和顾客的视角对网络服务补救的研究进行述评。从企业的视角出发，现有研究主要探究了网络服务失败的类型、网络服务补救的措施及作用机制三个方面。从顾客视角出发，现有研究主要探究了顾客的情绪和顾客参与水平对网络服务补救效果的影响。其次本文对现有研究存在的不足进行了述评。最后本文认为基于顾客视角的网络服务补救的研究将是未来的研究方向，并提出了相应的基于顾客参与的研究框架。 Online service recovery has become the focus of practitioners and scholars in recent years. This paper firstly reviews the research of online service recovery from the perspective of firm and customer. From the perspective of firm, previous researches mainly explore the types of net-work service failure, the measures and mechanism of network service recovery. From the perspective of customer, previous researches mainly explore the influence of customer’s emotion and the level of customer participation on the effect of online service recovery. Secondly, this paper reviews the shortcomings of previous researches. Finally, this paper suggests that research of online service recovery based on customer perspective will be the future research direction, and the corresponding research framework is put forward.