Will guests use peer-to-peer accommodation again after a service failure?

Yujia Chen, Iis Tussyadiah, Anyu Liu

Research output: Journal article publicationJournal articleAcademic researchpeer-review


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 languageEnglish
Pages (from-to)546-556
Number of pages11
Journale-Review of Tourism Research
Issue number4
Early online date20 Dec 2019
Publication statusPublished - Feb 2020
Externally publishedYes


  • 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


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