IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v117y2020icp99-111.html
   My bibliography  Save this article

Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing

Author

Listed:
  • Lu, Lu
  • Cai, Ruiying
  • King, Ceridwyn

Abstract

This research examines how host’s interaction styles can shape consumer outcomes (e.g., satisfaction and switching intentions) after experiencing service failure in home-sharing via the intervening role of trust. Drawing on findings from two experimental studies, the results consistently suggest that adopting a personal (vs. professional) style in the initial host–guest interaction yields higher trust in the host (Study 1a, 2a). When service failure occurs, consumers exposed to an initial personal (vs. professional) interaction with the host report greater satisfaction and lower switching intentions, regardless of recovery interaction styles (Study 1b, 2b). Serial mediation analysis suggests that trust accounts for the differential impact of interaction styles on post-service recovery outcomes. Implications for the sharing economy literature and managerial practices are discussed.

Suggested Citation

  • Lu, Lu & Cai, Ruiying & King, Ceridwyn, 2020. "Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing," Journal of Business Research, Elsevier, vol. 117(C), pages 99-111.
    • Handle: RePEc:eee:jbrese:v:117:y:2020:i:c:p:99-111
    DOI: 10.1016/j.jbusres.2020.05.049
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S014829632030357X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.05.049?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. 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.
    2. Mandl, Leonhard & Hogreve, Jens, 2020. "Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 107(C), pages 130-137.
    3. Lutz, Christoph & Newlands, Gemma, 2018. "Consumer segmentation within the sharing economy: The case of Airbnb," Journal of Business Research, Elsevier, vol. 88(C), pages 187-196.
    4. Brinberg, David & Wood, Ronald, 1983. "A Resource Exchange Theory Analysis of Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(3), pages 330-338, December.
    5. Sparks, Beverley A. & So, Kevin Kam Fung & Bradley, Graham L., 2016. "Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern," Tourism Management, Elsevier, vol. 53(C), pages 74-85.
    6. Jintao Wu & Junsong Chen & Wenyu Dou, 2017. "The Internet of Things and interaction style : the effect of smart interaction on brand attachment," Post-Print hal-02312314, HAL.
    7. Lerner, Jennifer & Han, Seunghee & Keltner, Dacher, 2007. "Feelings and Consumer Decision Making: Extending the Appraisal-Tendency Framework," Scholarly Articles 37143006, Harvard Kennedy School of Government.
    8. Lastner, Matthew M. & Folse, Judith Anne Garretson & Mangus, Stephanie M. & Fennell, Patrick, 2016. "The road to recovery: Overcoming service failures through positive emotions," Journal of Business Research, Elsevier, vol. 69(10), pages 4278-4286.
    9. van Noort, Guda & Willemsen, Lotte M., 2012. "Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms," Journal of Interactive Marketing, Elsevier, vol. 26(3), pages 131-140.
    10. Elbedweihy, Alaa M. & Jayawardhena, Chanaka & Elsharnouby, Mohamed H. & Elsharnouby, Tamer H., 2016. "Customer relationship building: The role of brand attractiveness and consumer–brand identification," Journal of Business Research, Elsevier, vol. 69(8), pages 2901-2910.
    11. Jung, Jishim & Han, Heesup & Oh, Mihae, 2017. "Travelers' switching behavior in the airline industry from the perspective of the push-pull-mooring framework," Tourism Management, Elsevier, vol. 59(C), pages 139-153.
    12. Bove, Liliana L. & Johnson, Lester W., 2001. "Customer relationships with service personnel: do we measure closeness, quality or strength?," Journal of Business Research, Elsevier, vol. 54(3), pages 189-197, December.
    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. Mai, Enping (Shirley) & Ketron, Seth, 2022. "How retailer ownership of vs. collaboration with sharing economy apps affects anticipated service quality and value co-creation," Journal of Business Research, Elsevier, vol. 140(C), pages 684-692.
    2. Yuan, Ruizhi & Chen, Yanyan & Mandler, Timo, 2024. "It takes two to tango: The role of interactivity in enhancing customer engagement on sharing economy platforms," Journal of Business Research, Elsevier, vol. 178(C).
    3. Davlembayeva, Dinara & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Sharing economy platforms: An equity theory perspective on reciprocity and commitment," Journal of Business Research, Elsevier, vol. 127(C), pages 151-166.
    4. Tóth, Zsófia & Nemkova, Ekaterina & Hizsák, Gábor & Naudé, Peter, 2022. "Social capital creation on professional sharing economy platforms: The problems of rating dependency and the non-transferability of social capital," Journal of Business Research, Elsevier, vol. 144(C), pages 450-460.
    5. Kuang, Di & Ma, Baolong & Wang, Hong, 2022. "The relative impact of advertising and referral reward programs on the post-consumption evaluations in the context of service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Filieri, Raffaele & Alguezaui, Salma & Galati, Francesco & Raguseo, Elisabetta, 2023. "Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis," Journal of Business Research, Elsevier, vol. 167(C).

    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. Ao Shen & Peng Wang & Yongyuan Ma, 2022. "When crowding‐in and when crowding‐out? The boundary conditions on the relationship between negative online reviews and online sales," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(6), pages 2016-2032, September.
    2. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.
    3. Wu, Jintao & Wu, Tong & Schlegelmilch, Bodo B., 2020. "Seize the Day: How Online Retailers Should Respond to Positive Reviews," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 52-60.
    4. Javornik, Ana & Filieri, Raffaele & Gumann, Ralph, 2020. "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 100-119.
    5. Rossmannek, Oliver & David, Natalie & Schramm-Klein, Hanna, 2022. "Suppliers’ loyalty to their sharing platform: The influence of multiple roles," Journal of Business Research, Elsevier, vol. 143(C), pages 272-281.
    6. Delgado-Ballester, Elena & Fernandez-Sabiote, Estela, 2024. "Brand Stereotypes: On the relationships with gendered brand personality and agentic and communal values in fostering Consumer–Brand identification," Journal of Business Research, Elsevier, vol. 177(C).
    7. Zheng, Zuolong & Li, Ziying & Zhang, Xuwen & Liang, Sai & Law, Rob & Lei, Jiasu, 2023. "Substitution or complementary effects between hosts and neighbors’ information disclosure: Evidence from Airbnb," Journal of Business Research, Elsevier, vol. 161(C).
    8. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
    9. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.
    10. Thomas Clauss & Peter Harengel & Marianne Hock, 2019. "The perception of value of platform-based business models in the sharing economy: determining the drivers of user loyalty," Review of Managerial Science, Springer, vol. 13(3), pages 605-634, June.
    11. Giulia Contu & Claudio Conversano & Luca Frigau & Francesco Mola, 2020. "Identifying factors affecting the status of superhost: evidence from Sardinia and Sicily," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(5), pages 1633-1653, December.
    12. Anne Bäro & Felix Toepler & Timo Meynhardt & Vivek K. Velamuri, 2022. "Participating in the sharing economy: The role of individual characteristics," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(8), pages 3715-3735, December.
    13. Kwang-Ho Lee & DongHee Kim, 2019. "A peer-to-peer (P2P) platform business model: the case of Airbnb," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 647-669, December.
    14. Liao, Junyun & Chen, Jiawen & Zhao, Haichuan & Li, Muhua, 2023. "Fanning the flames: Transmitting negative word of mouth of rival brands," Journal of Business Research, Elsevier, vol. 154(C).
    15. Tran, Thi Thanh Huong & Robinson, Kate & Paparoidamis, Nicholas G., 2022. "Sharing with perfect strangers: The effects of self-disclosure on consumers’ trust, risk perception, and behavioral intention in the sharing economy," Journal of Business Research, Elsevier, vol. 144(C), pages 1-16.
    16. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    17. Olga Abramova, 2022. "No matter what the name, we’re all the same? Examining ethnic online discrimination in ridesharing marketplaces," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1419-1446, September.
    18. 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.
    19. Giulia Contu & Luca Frigau & Marco Ortu, 2023. "VGLM proportional odds model to infer hosts’ Airbnb performance," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(5), pages 4069-4094, October.
    20. Alexander Frey & Manuel Trenz & Daniel Veit, 2019. "A service-dominant logic perspective on the roles of technology in service innovation: uncovering four archetypes in the sharing economy," Journal of Business Economics, Springer, vol. 89(8), pages 1149-1189, December.

    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:jbrese:v:117:y:2020:i:c:p:99-111. 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.elsevier.com/locate/jbusres .

    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.