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

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dc.contributor.authorSosa, Luis
dc.contributor.authorAbhari, Kaveh
dc.contributor.authorPesavento, Michael
dc.contributor.authorKoobchehr, Farzan
dc.contributor.authorXiao, Bo
dc.contributor.authorKohsuwan, Pocky
dc.contributor.authorOlivares, Fernando
dc.date.accessioned2020-12-24T19:08:26Z
dc.date.available2020-12-24T19:08:26Z
dc.date.issued2021-01-05
dc.description.abstractSharing 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.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2021.099
dc.identifier.isbn978-0-9981331-4-0
dc.identifier.urihttp://hdl.handle.net/10125/70710
dc.language.isoEnglish
dc.relation.ispartofProceedings of the 54th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectThe Sharing Economy
dc.subjectairbnb
dc.subjectcustomer experience
dc.subjectservice failure
dc.subjectservice failure recovery strategy
dc.subjectsharing economy
dc.titleService Failure Recovery in the Sharing Economy: A Case Study of Airbnb
prism.startingpage804

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