IDEAS home Printed from https://ideas.repec.org/a/eee/anture/v78y2019ic12.html
   My bibliography  Save this article

Benefits of authenticity: Post-failure loyalty in the sharing economy

Author

Listed:
  • Shuqair, Saleh
  • Pinto, Diego Costa
  • Mattila, Anna S.

Abstract

Across five studies, this research reveals that the nature of the accommodation provider influences customers' post-failure loyalty. We propose a conceptual model that integrates perceived authenticity, social interaction, and positive emotions as primary determinants of post-failure loyalty in the sharing economy context. This article extends previous research by contrasting the impact of perceived authenticity on post-failure loyalty towards Airbnb (host, platform) and hotels. Our findings suggest that customers' post-failure emotional and behavioral responses depend on the accommodation provider type. The finding that authenticity and social interaction drive post-failure loyalty has important implications for managers of Airbnb properties and hotels. Finally, our findings provide new insights into customer perceptions of various service recovery strategies (e.g., apology, compensation) based on the accommodation provider type.

Suggested Citation

  • Shuqair, Saleh & Pinto, Diego Costa & Mattila, Anna S., 2019. "Benefits of authenticity: Post-failure loyalty in the sharing economy," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
  • Handle: RePEc:eee:anture:v:78:y:2019:i:c:12
    DOI: 10.1016/j.annals.2019.06.008
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160738319300921
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.annals.2019.06.008?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Akhoondnejad, Arman, 2016. "Tourist loyalty to a local cultural event: The case of Turkmen handicrafts festival," Tourism Management, Elsevier, vol. 52(C), pages 468-477.
    2. Volgger, Michael & Taplin, Ross & Pforr, Christof, 2019. "The evolution of ‘Airbnb-tourism’: Demand-side dynamics around international use of peer-to-peer accommodation in Australia," Annals of Tourism Research, Elsevier, vol. 75(C), pages 322-337.
    3. Ert, Eyal & Fleischer, Aliza & Magen, Nathan, 2016. "Trust and reputation in the sharing economy: The role of personal photos in Airbnb," Tourism Management, Elsevier, vol. 55(C), pages 62-73.
    4. Belk, Russell, 2014. "You are what you can access: Sharing and collaborative consumption online," Journal of Business Research, Elsevier, vol. 67(8), pages 1595-1600.
    5. Benoit, Sabine & Baker, Thomas L. & Bolton, Ruth N. & Gruber, Thorsten & Kandampully, Jay, 2017. "A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors," Journal of Business Research, Elsevier, vol. 79(C), pages 219-227.
    6. Zhu, Yunxia & Cheng, Mingming & Wang, Jie & Ma, Laikun & Jiang, Ruochen, 2019. "The construction of home feeling by Airbnb guests in the sharing economy: A semantics perspective," Annals of Tourism Research, Elsevier, vol. 75(C), pages 308-321.
    7. Juho Hamari & Mimmi Sjöklint & Antti Ukkonen, 2016. "The sharing economy: Why people participate in collaborative consumption," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(9), pages 2047-2059, September.
    8. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    9. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
    10. Mircea Zloteanu & Nigel Harvey & David Tuckett & Giacomo Livan, 2018. "Digital Identity: The effect of trust and reputation information on user judgement in the Sharing Economy," PLOS ONE, Public Library of Science, vol. 13(12), pages 1-18, December.
    11. Leonardo Nicolao & Julie R. Irwin & Joseph K. Goodman, 2009. "Happiness for Sale: Do Experiential Purchases Make Consumers Happier than Material Purchases?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 36(2), pages 188-198.
    12. Pera, Rebecca & Viglia, Giampaolo & Grazzini, Laura & Dalli, Daniele, 2019. "When empathy prevents negative reviewing behavior," Annals of Tourism Research, Elsevier, vol. 75(C), pages 265-278.
    13. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Huang, Dan & Coghlan, Alexandra & Jin, Xin, 2020. "Understanding the drivers of Airbnb discontinuance," Annals of Tourism Research, Elsevier, vol. 80(C).
    2. G. Pino & M. Nieto Garcia & A. Peluso & G. Viglia & R. Filieri, 2023. "Understanding how virtuous lenders encourage support for peer-to-peer platforms’ prosocial initiatives," Post-Print hal-04248928, HAL.
    3. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    4. Gwarlann Kerviler & Nico Heuvinck & Elodie Gentina, 2022. "“Make an Effort and Show Me the Love!” Effects of Indexical and Iconic Authenticity on Perceived Brand Ethicality," Journal of Business Ethics, Springer, vol. 179(1), pages 89-110, August.
    5. Shuqair, Saleh & Costa Pinto, Diego & Cruz-Jesus, Frederico & Mattila, Anna S. & da Fonseca Guerreiro, Patricia & Kam Fung So, Kevin, 2022. "Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior," Journal of Business Research, Elsevier, vol. 151(C), pages 463-472.
    6. Hossain, Mokter & Mozahem, Najib Ali, 2022. "Drivers’ perceptions of the sharing economy for transport services," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    7. Zuzana Soltysova & Vladimir Modrak, 2020. "Challenges of the Sharing Economy for SMEs: A Literature Review," Sustainability, MDPI, vol. 12(16), pages 1-14, August.
    8. Mingfeng Tang & Mei Mei & Cuiwen Li & Xingyang Lv & Xushuang Li & Lihao Wang, 2020. "How does an individual’s default behavior on an online peer-to-peer lending platform influence an observer’s default intention?," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-20, December.
    9. Errmann, Amy & Kim, Jungkeun & Lee, Daniel Chaein & Seo, Yuri & Lee, Jaeseok & Kim, Seongseop Sam, 2021. "Mindfulness and pro-environmental hotel preference," Annals of Tourism Research, Elsevier, vol. 90(C).
    10. Maria del Mar Alonso-Almeida, 2023. "Could Failures in Peer to Peer Accommodation Be a Threat to Public Health and Safety? An Analysis of Users Experiences after the COVID-19 Pandemic," IJERPH, MDPI, vol. 20(3), pages 1-14, January.
    11. Joanna Kowalczyk-Anioł & Karolina Kacprzak & Ewa Szafrańska, 2022. "How the COVID-19 Pandemic Affected the Functioning of Tourist Short-Term Rental Platforms (Airbnb and Vrbo) in Polish Cities," IJERPH, MDPI, vol. 19(14), pages 1-23, July.
    12. Lu, Zhi & Mattila, Anna & Liu, Stephanie Q., 2021. "When customers like preferential recovery (and when not)?," Annals of Tourism Research, Elsevier, vol. 87(C).
    13. Jing Lyu & Sha Fang, 2022. "Exploring Customers’ Experiences with P2P Accommodations: Measurement Scale Development and Validation in the Chinese Market," Sustainability, MDPI, vol. 14(14), pages 1-21, July.
    14. Chen, Feier & Liu, Stephanie Q. & Mattila, Anna S., 2020. "Bragging and humblebragging in online reviews," Annals of Tourism Research, Elsevier, vol. 80(C).
    15. Baumber, Alex & Schweinsberg, Stephen & Scerri, Moira & Kaya, Ece & Sajib, Shahriar, 2021. "Sharing begins at home: A social licence framework for home sharing practices," Annals of Tourism Research, Elsevier, vol. 91(C).
    16. Mohammed Alraeeini & Qiuyan Zhong & Elena Antarciuc, 2019. "Analysing Drivers and Barriers of Accommodation Sharing in Dubai Using the Grey-DEMATEL Approach," Sustainability, MDPI, vol. 11(20), pages 1-24, October.
    17. Lv, Xingyang & Liu, Yue & Luo, Jingjing & Liu, Yuqing & Li, Chunxiao, 2021. "Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure," Annals of Tourism Research, Elsevier, vol. 87(C).
    18. Dan-Cristian Dabija & Luiela Magdalena Csorba & Florin-Lucian Isac & Sergiu Rusu, 2023. "Managing Sustainable Sharing Economy Platforms: A Stimulus–Organism–Response Based Structural Equation Modelling on an Emerging Market," Sustainability, MDPI, vol. 15(6), pages 1-22, March.
    19. Lim, Weng Marc & Yap, Sheau-Fen & Makkar, Marian, 2021. "Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading?," Journal of Business Research, Elsevier, vol. 122(C), pages 534-566.
    20. Yang, Chaofan & Sun, Yongqiang & Shen, Xiao-Liang, 2022. "Beyond anger: A neutralization perspective of customer revenge," Journal of Business Research, Elsevier, vol. 146(C), pages 363-374.
    21. Rickly, Jillian M., 2022. "A review of authenticity research in tourism: Launching the Annals of Tourism Research Curated Collection on authenticity," Annals of Tourism Research, Elsevier, vol. 92(C).
    22. Yu, Xi & Huang, Huiling & Liu, Stephanie Q. & Lu, Zhi, 2020. "Signaling authenticity of ethnic cuisines via handwriting," Annals of Tourism Research, Elsevier, vol. 85(C).
    23. Zhang, Leyi & Mahmood, Rosli & Yasin, Ida Md & Ma, Yongpeng, 2024. "User perceptions and continuance intentions: An in-depth analysis of perceived values in amateur-hosted sharing accommodations," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    24. Rojanakit, Patcharapar & Torres de Oliveira, Rui & Dulleck, Uwe, 2022. "The sharing economy: A critical review and research agenda," Journal of Business Research, Elsevier, vol. 139(C), pages 1317-1334.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Martina Toni & Maria Francesca Renzi & Laura Di Pietro & Roberta Guglielmetti Mugion & Giovanni Mattia, 2021. "The Relation between Collaborative Consumption and Subjective Well-Being: An Analysis of P2P Accommodation," Sustainability, MDPI, vol. 13(11), pages 1-17, May.
    2. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    3. Hossain, Mokter & Mozahem, Najib Ali, 2022. "Drivers’ perceptions of the sharing economy for transport services," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    4. Sengupta, Pooja & Biswas, Baidyanath & Kumar, Ajay & Shankar, Ravi & Gupta, Shivam, 2021. "Examining the predictors of successful Airbnb bookings with Hurdle models: Evidence from Europe, Australia, USA and Asia-Pacific cities," Journal of Business Research, Elsevier, vol. 137(C), pages 538-554.
    5. Stéphanie Nguyen & Sylvie Llosa, 2018. "On The Difficulty To Define The Sharing Economy And Collaborative Consumption – Literature Review And Proposing A Different Approach With The Introduction Of 'Collaborative Services'
      [De La Difficu
      ," Working Papers halshs-01820276, HAL.
    6. Sutherland, Will & Jarrahi, Mohammad Hossein, 2018. "The sharing economy and digital platforms: A review and research agenda," International Journal of Information Management, Elsevier, vol. 43(C), pages 328-341.
    7. Stephanie Nguyen & Sylvie Llosa, 2018. "On the difficulty to define the Sharing Economy and Collaborative Consumption - Literature review and proposing a different approach with the introduction of 'Collaborative Services' [De la difficu," Post-Print halshs-01820276, HAL.
    8. Francesco Pasimeni, 2020. "The Origin of the Sharing Economy Meets the Legacy of Fractional Ownership," SPRU Working Paper Series 2020-19, SPRU - Science Policy Research Unit, University of Sussex Business School.
    9. Wei, Xiaoyong & Lo, Chris.K.Y. & Jung, Sojin & Choi, Tsan-Ming, 2021. "From co-consumption to co-production: A systematic review and research synthesis of collaborative consumption practices," Journal of Business Research, Elsevier, vol. 129(C), pages 282-294.
    10. Lang, Bodo & Botha, Elsamari & Robertson, Jeandri & Kemper, Joya A. & Dolan, Rebecca & Kietzmann, Jan, 2020. "How to grow the sharing economy? Create Prosumers!," Australasian marketing journal, Elsevier, vol. 28(3), pages 58-66.
    11. Xiang, Diandian & Jiao, Guanzhe & Sun, Bin & Peng, Chenming & Ran, Yaxuan, 2022. "Prosumer-to-customer exchange in the sharing economy: Evidence from the P2P accommodation context," Journal of Business Research, Elsevier, vol. 145(C), pages 426-441.
    12. Adrian Lehr & Marion Büttgen & Silke Bartsch, 2021. "Don’t Jump on the Bandwagon: Negative Effects of Sharewashing," Schmalenbach Journal of Business Research, Springer, vol. 73(1), pages 75-123, March.
    13. Mehmet S. Güçlü & Oya Erdil & Hakan Kitapçı & Erkut Altındağ, 2023. "How Consumer Motivations to Participate in Sharing Economy Differ Across Developed and Developing Countries: A Comparative Study of Türkiye and Canada," SAGE Open, , vol. 13(2), pages 21582440231, May.
    14. Ahmed Gamal ElKattan & Diana Gavilan & Mohamed Hamed Elsharnouby & Amira Fouad Ahmed Mahran, 2024. "Mapping sharing economy themes: science mapping, topic modeling, and research agenda," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(4), pages 843-864, December.
    15. Abbes, Intissar & Hallem, Yousra & Taga, Nadia, 2020. "Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    16. Yuanyuan Guo & Yanqing Wang & Chaoyou Wang, 2019. "Exploring the Salient Attributes of Short-Term Rental Experience: An Analysis of Online Reviews from Chinese Guests," Sustainability, MDPI, vol. 11(16), pages 1-19, August.
    17. Hallem, Associate Professor Yousra & Abbes, Associate Professor Intissar & Hikkerova, Professor Lubica & Taga, Media Planner Nadia, 2021. "A trust model for collaborative redistribution platforms:A platform design issue," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    18. Correa, Juan C. & Garzón, Wilmer & Brooker, Phillip & Sakarkar, Gopal & Carranza, Steven A. & Yunado, Leidy & Rincón, Alejandro, 2019. "Evaluation of collaborative consumption of food delivery services through web mining techniques," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 45-50.
    19. Aijun Liu & Xiaohui Ji & Sang-Bing Tsai & Hui Lu & Gang Du & Feng Li & Guodong Li & Jiangtao Wang, 2018. "An Empirical Study on the Innovation Sharing Express Box: Collaborative Consumption and the Overlay Network Design," Sustainability, MDPI, vol. 10(7), pages 1-19, June.
    20. Khalek, Sk Abu & Chakraborty, Anirban, 2022. "“I like to use but do not wish to own†: Exploring the role of de-ownership orientation in the adoption of access-based services," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:anture:v:78:y:2019:i:c:12. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.