Environmental sustainability requires market services to care for and respect physical materials, moving beyond a conventional customer-centric focus. This research examines how service providers can incorporate tangible objects and material processes into reparative services, which span many industries and enable material sustainability in market systems. The paper also analyzes how materiality shapes customer perceptions of reparative service processes and outcomes. An interpretive analysis of ethnographic and online review data identifies an ethos of repair shaping service processes, outcomes, and evaluations. Service providers demonstrate an ethos of repair through a sense of material empathy and through a networked understanding of how materials interact before, during, and after service processes. Tensions between the ethos of repair and a pervasive ethos of consumption shape customer evaluations of reparative services. Results have important implications for environmental sustainability. A discussion presents strategic recommendations for making, delivering, and enabling reparative service promises.

环境的可持续性要求市场服务关心和尊重物理材料，超越传统的以客户为中心的焦点。这项研究探讨了服务提供商如何将有形物体和材料流程纳入修复服务，这些服务跨越许多行业并实现市场系统中的材料可持续性。本文还分析了重要性如何影响客户对修复服务流程和结果的看法。对人种学和在线评论数据的解释分析确定了修复塑造服务流程、结果和评估的精神。服务提供商通过对材料的同理心以及对服务过程之前、期间和之后材料如何相互作用的网络化理解来展示修复精神。维修精神与普遍的消费精神之间的紧张关系影响着客户对维修服务的评价。结果对环境可持续性具有重要意义。讨论提出了制定、交付和实现修复服务承诺的战略建议。