Please use this identifier to cite or link to this item: http://hdl.handle.net/10125/70710

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

File Size Format  
0080.pdf 526.79 kB Adobe PDF View/Open

Item Summary

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
show less
Keywords:The Sharing Economy
airbnb
customer experience
service failure
service failure recovery strategy
show 1 moresharing economy
show less
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
URI:http://hdl.handle.net/10125/70710
ISBN:978-0-9981331-4-0
DOI:10.24251/HICSS.2021.099
Rights:Attribution-NonCommercial-NoDerivatives 4.0 International
https://creativecommons.org/licenses/by-nc-nd/4.0/
Appears in Collections: The Sharing Economy


Please email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.

This item is licensed under a Creative Commons License Creative Commons