## 2 Theoretical Background
### Customer Participation
#### 2.1.1 The Dimensions of Customer Participation
Co-production behavior & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON] and [PERSON] [30];[PERSON], [PERSON], [PERSON] and [PERSON] [31]} & \multirow{4}{*}{Three dimensions} & 1. Firm recovery & \multirow{4}{*}{Experiment} & \multirow{4}{*}{Service Recovery} \\  & & 3. Customer recovery & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON], [PERSON] and [PERSON] [32]} & \multirow{4}{*}{Three dimensions} & 1. Low participation & \multirow{4}{*}{Experiment} & \multirow{4}{*}{Service Recovery} \\  & & 2. Medium participation & & \\  & & 3. High participation & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON] and [PERSON] [24]} & \multirow{4}{*}{Two dimensions} & 1. Participation & \multirow{4}{*}{Experiment} & \multirow{4}{*}{Service Recovery} \\  & & 2. No participation & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON], [PERSON] and [PERSON] [33]} & \multirow{4}{*}{Two dimensions} & 1. Information sharing & \multirow{4}{*}{Experiment} & \multirow{4}{*}{Service Recovery} \\  & & 2. Co-production & & \\ \hline \multirow{4}{*}{[PERSON] and [PERSON] [21]} & \multirow{4}{*}{Two dimensions} & 1. Physical participation & \multirow{4}{*}{Scale} & \multirow{4}{*}{Tourism Service} \\  & & 2. Mental participation & & \\ \hline \multirow{4}{*}{[PERSON] [22]} & \multirow{4}{*}{Four dimensions} & 1. Information exchange & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. Behavioral & & \\  & & 3. Physical participation & & \\  & & 4. Interactive & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON], [PERSON] and [PERSON] [34]} & \multirow{4}{*}{Two dimensions} & 1. Company recovery & Experiment & Service Recovery \\  & & 2. Co-recovery & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON] and [PERSON] [35]} & \multirow{4}{*}{One dimension} & 1. I perform all the tasks that are & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. I fulfill customer responsibilities to & & \\ \cline{1-According to [PERSON] et al. (2016), we divided customer participation into three dimensions: physical, mental and emotional participation. The reasons why we choose this construct to undertake further research are twofold: first, this construct has been used to research the effect of the three types of resource inputted in service production on service recovery outcomes ([PERSON] et al., 2016), which is closer to this study's research background. Second, the study of ([PERSON] et al., 2016) concluded this construct can give an intuitive and comprehensive description of the three resources of customer participation, and the aim of this study is to investigate the impact of different resources which customer input in the service recovery on recovery outcome; thus, we think this construct is more in line with our research topic. Here, mental participation is \"perceptual behavior\" and refers to efforts made by the customer to study, accumulate, and share information and knowledge ([PERSON] et al., 2016; [PERSON] et al., 2016). Physical participation is \"actual behavior\" and refers to the investment of the customer's own tangible assets and the amount of effort put into the actions taken ([PERSON] et al., 2016; [PERSON] et al., 2016). Emotional participation is \"actual expression\" and refers to the attitude conveyed by the customer during his/her participation in online recovery ([PERSON] et al., 2016; [PERSON] et al., 2016).