## 2 Theoretical Background  
### Customer Participation  
#### 2.1.1 The Dimensions of Customer Participation  
Customer participation refers to \"the extent to which customers are involved in service production and delivery by contributing effort, knowledge, information and other resources\" [19], and the contribution of customers is thought to be multidimensional [20]. Extensive existing research on the construct of customer participation has been conducted, but there is no definitive and singular consensus. As shown in Table 1, there are four categories regarding the dimensionality of customer participation, but regardless of how many factors are included in these structures, the studies on the subject all suggest that mental, physical and emotional labor are the three basic resources that customers may contribute to service performance [9; 10; 21; 22; 23]. However, existing service recovery studies always use a dichotomous or trichotomous construct to manipulate the different extents of customer participation (e.g., [2; 15; 24]), which may cause potential errors in measuring reliability [10] because it is difficult for participants to associate words with all the resources they need to spend in participation. This difficulty also may be the reason why some empirical findings show that the impact of customer participation on service outcomes is not always positive, e.g., [25; 26; 27]. The study of [27] concluded that only when the benefits are greater than the resources they invested will customer participation lead to positive service outcomes, and this means when the customer is unable to properly evaluate the resources required in the experimental scenario, the customer's assessment of the benefits will become difficult, resulting in inconsistent empirical findings about the impact of customer participation. Thus, it is necessary to know which personal resource inputs of customers are more likely to enhance the positive effect of customer participation. \begin{table}
\begin{tabular}{c c c c c} \hline \hline
**Author** & **Dimensions** & **Measures** & **Method** & **Context** \\ \hline [PERSON], [PERSON] and [PERSON] [2] \& [PERSON], [PERSON] and [PERSON] [25] & Two dimensions & 1. Co-creation & Experiment & Service Recovery \\ \hline \multirow{4}{*}{[PERSON] and [PERSON] [9]} & \multirow{4}{*}{Four dimensions} & 1. Information seeking & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. Information sharing & & \\  & & 3. Responsible behavior & & \\  & & 4. Personal interaction & & \\ \hline \multirow{4}{*}{[PERSON] and [PERSON] [10]} & \multirow{4}{*}{Three dimensions} & 1. Information participation & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. Actionable participation & & \\  & & 3. Attitudeial participation & & \\ \hline \multirow{4}{*}{[PERSON] and [PERSON] [11]} & \multirow{4}{*}{Three dimensions} & 1. Mandatory customer participation & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production;} \\  & & 2. Replaceable customer participation & & \\  & & 3. Voluntary customer participation & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON] and [PERSON] [20]} & \multirow{4}{*}{Three dimensions} & 1. co-production & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. Engagement & & \\  & & 3. Personalization & & \\ \hline \multirow{2}{*}{[PERSON] and [PERSON] [26]} & \multirow{2}{*}{Two dimensions} & 1. Participation: self service & \multirow{2}{*}{Experiment} & \multirow{2}{*}{Service Production} \\  & & 2. No participation: full service & & \\ \hline \multirow{4}{*}{[PERSON] and [PERSON] [28]} & \multirow{4}{*}{Two dimensions} & 1. Information sharing & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Recovery} \\  & & 2. Co-production & & \\ \hline \multirow{4}{*}{[PERSON], [PERSON] and [PERSON] [29]} & \multirow{4}{*}{Three dimensions} & 1. Customer attendance & \multirow{4}{*}{Scale} & \multirow{4}{*}{Service Production} \\  & & 2. Information provision & & \\  & & 3.