A two-stage study using text-mining and critical incident techniques was conducted to identify the service failure type in peer-to-peer accommodation and recovery strategies adopted to address them. Guests experience new types of service failure in peer-to-peer accommodation compared with traditional accommodations and online travel websites. Four service failure clusters have emerged from negative reviews sourced online: guest-host interaction, customer service, room and amenity, and payment. In-depth interviews further identified three dimensions of service failure, tangible, informational, and relational, with some incidents representing combinations of these dimensions. Service recovery strategies discussed in this study (compensation, substitution, apology, and no actions) are relatively similar to those adopted by hotels. Theoretical and practical implications are also provided.

进行了一个两阶段的研究，使用文本挖掘和关键事件技术来确定点对点适应和恢复策略中所采用的服务故障类型。与传统住宿和在线旅游网站相比，客人在点对点住宿中会遇到新型的服务故障。从网上获得的负面评论中，出现了四个服务失败集群：宾客与主人的互动，客户服务，房间和便利设施以及付款。深入访谈进一步确定了服务失败的三个维度，即有形的，信息的和关系的，其中一些事件代表了这些维度的组合。本研究中讨论的服务恢复策略（补偿，替代，道歉和不采取任何措施）与酒店采用的策略相对相似。