Double deviation (failure to satisfactorily recover from a service failure) is a common phenomenon that has recently attracted significant research interest, but the academic literature lacks a study mapping and synthesizing the field. This article undertakes filling this gap by systematically reviewing the double deviation literature. The review classifies the literature into causes, consequences, moderators, and double service recovery and identifies research themes and future research directions within them. Key current research themes are ineffective recovery remedies and cognitive appraisal criteria as causes; emotivational goals, revengeful and reparative behaviours as consequences; firm–customer relationship-based variables as moderators; and unique tactics of double service recovery. Reassessing the scope of double deviation, uncovering customers' discrete emotions during double deviation and ascertaining the commercial viability of double service recovery are some recommendations for future research.

中文翻译：

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服务中双重偏差的负担：系统审查和研究议程

双重偏差（未能从服务故障中令人满意地恢复）是一种常见现象，最近引起了极大的研究兴趣，但学术文献缺乏对该领域的研究映射和综合。本文通过系统回顾双偏差文献来填补这一空白。该评论将文献分为原因、后果、调节因素和双重服务恢复，并确定其中的研究主题和未来研究方向。当前的主要研究主题是无效的康复疗法和作为原因的认知评估标准；情绪化目标、报复性和补偿性行为作为后果；基于公司-客户关系的变量作为调节因子；以及双重服务恢复的独特策略。重新评估双重偏离的范围，