Service Failure Recovery in the Sharing Economy: A Case Study of Airbnb

Date
2021-01-05
Authors
Sosa, Luis
Abhari, Kaveh
Pesavento, Michael
Koobchehr, Farzan
Xiao, Bo
Kohsuwan, Pocky
Olivares, Fernando
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804
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Abstract
Sharing platforms are becoming increasingly common, revolutionizing how peers interact and share resources across an array of online applications. While the sharing economy itself is established, less is known about service failures and corresponding recovery strategies that are relevant to it. This research investigates the myriad effects of service failures (and their associated recovery strategies) on customer experience in the digital sharing economy. Findings suggest that different service failure strategies exert differing effects on customer experience, which subsequently affects the behavior towards the service being provided and the service provider. The suggestions given here respond to important implications for research and practitioners by offering new ways to explore and detect service failures and possible recovery strategies.
Description
Keywords
The Sharing Economy, airbnb, customer experience, service failure, service failure recovery strategy, sharing economy
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10 pages
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Proceedings of the 54th Hawaii International Conference on System Sciences
Table of Contents
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Attribution-NonCommercial-NoDerivatives 4.0 International
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