Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing

被引:49
作者
Lu, Lu [1 ]
Cai, Ruiying [2 ]
King, Ceridwyn [3 ]
机构
[1] Temple Univ, Sch Sport Tourism & Hospitality Management, Dept Tourism & Hospitality Management, 1810 North 13th St,Speakman Hall 329, Philadelphia, PA 19122 USA
[2] Colorado Mesa Univ, Dept Business, 1100 North Ave, Grand Junction, CO 81501 USA
[3] Temple Univ, Sch Sport Tourism & Hospitality Management, Dept Tourism & Hospitality Management, 1810 North 13th St,Speakman Hall 325, Philadelphia, PA 19122 USA
关键词
Service failure; Service recovery; Sharing economy; Interaction style; Trust; SWITCHING BEHAVIOR; CUSTOMER LOYALTY; AIRBNB GUESTS; SATISFACTION; ECONOMY; QUALITY; INTENTIONS; ATTRIBUTES; DYNAMICS; CONTEXT;
D O I
10.1016/j.jbusres.2020.05.049
中图分类号
F [经济];
学科分类号
02 ;
摘要
This research examines how host's interaction styles can shape consumer outcomes (e.g., satisfaction and switching intentions) after experiencing service failure in home-sharing via the intervening role of trust. Drawing on findings from two experimental studies, the results consistently suggest that adopting a personal (vs. professional) style in the initial host-guest interaction yields higher trust in the host (Study 1a, 2a). When service failure occurs, consumers exposed to an initial personal (vs. professional) interaction with the host report greater satisfaction and lower switching intentions, regardless of recovery interaction styles (Study 1b, 2b). Serial mediation analysis suggests that trust accounts for the differential impact of interaction styles on post-service recovery outcomes. Implications for the sharing economy literature and managerial practices are discussed.
引用
收藏
页码:99 / 111
页数:13
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