The emergence of peer-to-peer accommodations has revolutionized the hospitality industry. Yet, research on peer-to-peer service failures and consumer forgiveness remains scant. This paper shows that relationship type—whether communal ("Airbnb host") or exchange ("hotel")—influences consumer forgiveness in a post-recovery context. Across five studies, this research demonstrates how peer providers (focusing on communal norms) versus conventional providers (focusing on exchange norms) influence consumer forgiveness and their responses to service recovery efforts. Our findings indicate that focusing on social service recovery is particularly effective for Airbnb hosts. These findings have important implications for crafting effective service recovery strategies based on the type of accommodation provider-customer relationship. Finally, our findings can also help peer-to-peer and conventional hospitality providers alleviate consumers’ negative responses to service failures.

点对点住宿的出现彻底改变了酒店业。然而，对点对点服务失败和消费者宽恕的研究仍然很少。本文表明，关系类型——无论是公共关系（“Airbnb 房东”）还是交换关系（“酒店”）——都会在恢复后的环境中影响消费者的宽恕。在五项研究中，这项研究展示了同行提供者（关注公共规范）与传统提供者（关注交换规范）如何影响消费者的宽恕及其对服务恢复工作的反应。我们的研究结果表明，关注社会服务恢复对 Airbnb 房东特别有效。这些发现对于根据住宿提供者-客户关系的类型制定有效的服务恢复策略具有重要意义。