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“It’s not worth the effort”! Examining service recovery in Airbnb and other homesharing platforms
International Journal of Contemporary Hospitality Management ( IF 11.1 ) Pub Date : 2020-08-10 , DOI: 10.1108/ijchm-03-2020-0184
Makarand Amrish Mody , Lu Lu , Lydia Hanks

This paper aims to use equity theory to develop and test a model of the dynamics of service recovery in the homesharing context.,Using a sample of those who have experienced a service failure with a homesharing company and have voiced complaints to the company directly, the study adopted alternative model comparison procedures to test three competing models of service recovery and examined the effects of five moderating variables.,The results indicated that the model based on equity theory provides a theoretically and empirically superior explanation of the dynamics of service recovery in the homesharing context than the alternative explanation based on the tenets of justice theory. The two key inputs into the service recovery interaction – consumer complaining and recovery effort and trust in brand – have significant direct effects on post-failure loyalty outcomes, and also significant indirect effects via the mediating mechanism of perceived justice. All five moderators have significant effects for at least one of the post-failure loyalty outcomes.,The findings emphasize the company’s role in service recovery in the homesharing context. Managers of homesharing platforms need to establish customer service infrastructure that minimizes the amount of time-related, procedural and cognitive effort that customers need to expend in the recovery process, and effect communication that enhances trust in the homesharing brand. Future research is needed on the dynamics of service recovery in alternative hotel-homesharing business models, and on the role of value co-creation in the homesharing context.,This study is the first to create a holistic theory-based model of the dynamics of service recovery in the homesharing context, using the novel construct of customer complaining and recovery effort. Also, and contrary to typical conceptualization, it demonstrates the role of trust in brand as an antecedent input into the recovery interaction that can generate loyalty outcomes.

中文翻译:

“这不值得付出努力!”!检查Airbnb和其他房屋共享平台中的服务恢复

服务恢复交互中的两个关键输入-消费者抱怨和恢复工作以及对品牌的信任-对失败后的忠诚度结果具有重大的直接影响,并且通过感知正义的中介机制也具有显着的间接影响。所有五位主持人均对至少一项故障后忠诚度结果产生重大影响。研究结果强调了公司在家庭共享环境中在服务恢复中的作用。共享平台的管理者需要建立客户服务基础架构,以最大程度地减少客户在恢复过程中需要花费的与时间相关的,过程性的和认知的工作量,并进行交流以增强对共享品牌的信任。未来需要研究替代酒店住宿商业模式中服务恢复的动力学,以及在住房共享背景下价值共创的作用。这项研究是第一个建立基于整体理论的酒店服务动力学模型的研究。使用新的客户投诉和恢复工作结构,在共享房屋环境中恢复服务。而且,与典型的概念化相反,它证明了品牌的信任作为恢复互动中可产生忠诚度结果的前期输入的作用。
更新日期:2020-08-10
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