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 andrepurchase 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.
| Original language | English |
|---|---|
| Pages (from-to) | 546-556 |
| Number of pages | 11 |
| Journal | e-Review of Tourism Research |
| Volume | 17 |
| Issue number | 4 |
| Early online date | 20 Dec 2019 |
| Publication status | Published - Feb 2020 |
| Externally published | Yes |
Keywords
- Airbnb
- Peer-to-peer accommodation
- Recovery
- Repurchase intention
- satisfaction
- Service failure
ASJC Scopus subject areas
- Geography, Planning and Development
- Tourism, Leisure and Hospitality Management
- Nature and Landscape Conservation