Will Guests Use Peer-to-Peer Accommodation Again after a Service Failure?
Keywords:service failure, recovery, peer-to-peer accommodation, Airbnb, satisfaction, repurchase intention
This study applies 3x2 between-subjects design to examine the effects of service failure dimensions and recovery strategies on satisfaction and customer repurchase intention in peer-to-peer accommodation. The preliminary results, which is based on an online survey with 107 respondents, revealed that the three different dimensions of service failure did not yield significant differences in satisfaction and repurchase intention. However, a significant difference was found between “compensation” and “no compensation” recovery strategies in satisfaction and repurchase intention. The types of service failure only affect the relationship between customer satisfaction and repurchase intention when a compensation is provided. This may be due to the limited response in each scenario. Therefore, in future studies, a larger sample is needed to confirm these preliminary results.
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