Will Guests Use Peer-to-Peer Accommodation Again after a Service Failure?

Authors

  • Yujia Chen School of Hospitality and Tourism Management University of Surrey
  • Iis Tussyadiah Professor of Intelligent Systems in Service School of Hospitality and Tourism Management University of Surrey
  • Anyu Liu Lecture in Hospitality Management School of Hospitality and Tourism Management University of Surrey

Keywords:

service failure, recovery, peer-to-peer accommodation, Airbnb, satisfaction, repurchase intention

Abstract

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.

Author Biographies

Yujia Chen, School of Hospitality and Tourism Management University of Surrey

Yujia Chen is a Ph.D. student in School of Hospitality and Tourism Management at University of Surrey. Her research interest focuses on the impact of digital technology on consumer behaviour change, centring around service encounter, sharing economy, and P2P accommodation.

Iis Tussyadiah, Professor of Intelligent Systems in Service School of Hospitality and Tourism Management University of Surrey

Iis Tussyadiah is Professor of Intelligent Systems in Service and Head of Department of Hospitality in School of Hospitality and Tourism Management at University of Surrey. Her research interest lies in the intersection of information systems and consumer behaviour.

Anyu Liu, Lecture in Hospitality Management School of Hospitality and Tourism Management University of Surrey

Anyu Liu is Lecturer in Hospitality Management in School of Hospitality and Tourism Management at University of Surrey. His research interests are in the areas of applied economics in tourism and hospitality and tourism and hospitality demand modelling and forecasting.

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Published

2019-12-20

How to Cite

Chen, Y., Tussyadiah, I. and Liu, A. (2019) “Will Guests Use Peer-to-Peer Accommodation Again after a Service Failure?”, e-Review of Tourism Research, 17(4). Available at: https://journals.tdl.org/ertr/index.php/ertr/article/view/539 (Accessed: 16January2021).

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Articles