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

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Title:Service Failure Recovery in the Sharing Economy: A Case Study of Airbnb
Authors:Sosa, Luis
Abhari, Kaveh
Pesavento, Michael
Koobchehr, Farzan
Xiao, Bo
show 2 moreKohsuwan, Pocky
Olivares, Fernando
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Keywords:The Sharing Economy
customer experience
service failure
service failure recovery strategy
show 1 moresharing economy
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Date Issued:05 Jan 2021
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.
Pages/Duration:10 pages
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
Appears in Collections: The Sharing Economy

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