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Service failure in peer-to-peer accommodation

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  • Chen, Yujia
  • Tussyadiah, Iis P.

Abstract

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.

Suggested Citation

  • Chen, Yujia & Tussyadiah, Iis P., 2021. "Service failure in peer-to-peer accommodation," Annals of Tourism Research, Elsevier, vol. 88(C).
    • Handle: RePEc:eee:anture:v:88:y:2021:i:c:s0160738321000189
    DOI: 10.1016/j.annals.2021.103156
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    References listed on IDEAS

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    Cited by:

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    3. Xu, Xing'an & Liu, Juan, 2024. "Promotional games in service recovery: Luck works," Annals of Tourism Research, Elsevier, vol. 105(C).
    4. Miyakawa, Erika & Pearce, Philip L. & Oguchi, Takashi, 2022. "Savoring tourism: Exploring basic processes," Annals of Tourism Research, Elsevier, vol. 97(C).

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