IDEAS home Printed from https://ideas.repec.org/a/kap/jbuset/v167y2020i1d10.1007_s10551-019-04128-5.html
   My bibliography  Save this article

Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector

Author

Listed:
  • Shuang Ma

    (Beijing International Studies University)

  • Huimin Gu

    (Beijing International Studies University)

  • Daniel P. Hampson

    (University of International Business and Economics)

  • Yonggui Wang

    (University of International Business and Economics)

Abstract

Customer civility is an established construct in the study of ethical consumption. However, scholars have paid insufficient attention to customer civility in relation to the flourishing peer-to-peer (P2P) economy. Therefore, the purpose of this article is to develop and test a theoretical framework which examines the antecedents of the customer civility in the P2P economy. We use social exchange theory to develop a model that posits customer interaction experiences with property owners, properties, and P2P platforms (e.g., Airbnb) as antecedents of customer civility in the P2P economy. Two studies were used to test our framework: Study 1 comprises a survey of Chinese customers (n = 476); Study 2 involves secondary data crawled from the Web site of Xiaozhu, one of China’s largest P2P accommodation platforms. OLS regression analysis was used for hypothesis testing. Results demonstrate three antecedents of customer civility in the P2P accommodation sector: interpersonal trust, property experience, and platform governance. In addition, the positive effect of interpersonal trust on customer civility is stronger when customers have high economic incentive, while the effect of property experience is significantly stronger when customers have low economic incentive.

Suggested Citation

  • Shuang Ma & Huimin Gu & Daniel P. Hampson & Yonggui Wang, 2020. "Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector," Journal of Business Ethics, Springer, vol. 167(1), pages 77-95, November.
    • Handle: RePEc:kap:jbuset:v:167:y:2020:i:1:d:10.1007_s10551-019-04128-5
    DOI: 10.1007/s10551-019-04128-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10551-019-04128-5
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s10551-019-04128-5?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. Amrit Tiwana & Benn Konsynski & Ashley A. Bush, 2010. "Research Commentary ---Platform Evolution: Coevolution of Platform Architecture, Governance, and Environmental Dynamics," Information Systems Research, INFORMS, vol. 21(4), pages 675-687, December.
    2. Juelin Yin & Lixian Qian & Anusorn Singhapakdi, 2018. "Sharing Sustainability: How Values and Ethics Matter in Consumers’ Adoption of Public Bicycle-Sharing Scheme," Journal of Business Ethics, Springer, vol. 149(2), pages 313-332, May.
    3. P. Van Kenhove & K. De Wulf & S. Steenhaut, 2003. "The Relationship between Consumers’ Unethical Behavior and Customer Loyalty in a Retail Environment," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/167, Ghent University, Faculty of Economics and Business Administration.
    4. R. Slack & S. Corlett & R. Morris, 2015. "Exploring Employee Engagement with (Corporate) Social Responsibility: A Social Exchange Perspective on Organisational Participation," Journal of Business Ethics, Springer, vol. 127(3), pages 537-548, March.
    5. Luo, Qiuju & Zhang, Hui, 2016. "Building interpersonal trust in a travel-related virtual community: A case study on a Guangzhou couchsurfing community," Tourism Management, Elsevier, vol. 54(C), pages 107-121.
    6. Chong Ju Choi & Carla C. J. M. Millar & Caroline Y. L. Wong, 2005. "Knowledge and Exchange," Palgrave Macmillan Books, in: Knowledge Entanglements, chapter 0, pages 65-76, Palgrave Macmillan.
    7. Pascal Paillé & Jorge Humberto Mejía-Morelos & Anne Marché-Paillé & Chih Chieh Chen & Yang Chen, 2016. "Corporate Greening, Exchange Process Among Co-workers, and Ethics of Care: An Empirical Study on the Determinants of Pro-environmental Behaviors at Coworkers-Level," Journal of Business Ethics, Springer, vol. 136(3), pages 655-673, July.
    8. 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.
    9. Hartl, Barbara & Hofmann, Eva & Kirchler, Erich, 2016. "Do we need rules for “what's mine is yours”? Governance in collaborative consumption communities," Journal of Business Research, Elsevier, vol. 69(8), pages 2756-2763.
    10. Huigang Liang & Yajiong Xue & Liansheng Wu, 2013. "Ensuring Employees' IT Compliance: Carrot or Stick?," Information Systems Research, INFORMS, vol. 24(2), pages 279-294, June.
    11. 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.
    12. Martin, Chris J., 2016. "The sharing economy: A pathway to sustainability or a nightmarish form of neoliberal capitalism?," Ecological Economics, Elsevier, vol. 121(C), pages 149-159.
    13. Daunt, Kate L. & Harris, Lloyd C., 2011. "Customers acting badly: Evidence from the hospitality industry," Journal of Business Research, Elsevier, vol. 64(10), pages 1034-1042, October.
    14. Fleura Bardhi & Giana M. Eckhardt, 2012. "Access-Based Consumption: The Case of Car Sharing," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(4), pages 881-898.
    15. Noah J. Goldstein & Robert B. Cialdini & Vladas Griskevicius, 2008. "A Room with a Viewpoint: Using Social Norms to Motivate Environmental Conservation in Hotels," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 35(3), pages 472-482, March.
    16. Habibi, Mohammad Reza & Davidson, Alexander & Laroche, Michel, 2017. "What managers should know about the sharing economy," Business Horizons, Elsevier, vol. 60(1), pages 113-121.
    17. Juelin Yin & Lixian Qian & Anusorn Singhapakdi, 2018. "Erratum to: Sharing Sustainability: How Values and Ethics Matter in Consumers’ Adoption of Public Bicycle-Sharing Scheme," Journal of Business Ethics, Springer, vol. 149(2), pages 333-333, May.
    18. Arne K. Albrecht & Gianfranco Walsh & Simon Brach & Dwayne D. Gremler & Erica Herpen, 2017. "The influence of service employees and other customers on customer unfriendliness: a social norms perspective," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 827-847, November.
    19. repec:elg:eechap:15612_26 is not listed on IDEAS
    20. De Clercq, Dirk & Dimov, Dimo & Thongpapanl, Narongsak (Tek), 2010. "The moderating impact of internal social exchange processes on the entrepreneurial orientation-performance relationship," Journal of Business Venturing, Elsevier, vol. 25(1), pages 87-103, January.
    21. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
    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. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
    2. Smirti Kutaula & Alvina Gillani & Diana Gregory-Smith & Boris Bartikowski, 2024. "Ethical Consumerism in Emerging Markets: Opportunities and Challenges," Journal of Business Ethics, Springer, vol. 191(4), pages 651-673, May.
    3. Ma, Shuang & Cui, Xuebin & Xiao, Xiaohong & Zhao, Xiaonan, 2022. "The impact of photo verification service on sales performance in the peer-to-peer economy: Moderating role of customer uncertainty," Journal of Business Research, Elsevier, vol. 142(C), pages 45-55.
    4. Xiang, Diandian & Li, Xia & Hampson, Daniel Peter, 2023. "Service exchange activities in the sharing economy: Professional versus amateur peer providers," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    5. Chao Xing & Yuming Zhang & David Tripe, 2024. "Ethical Consumers and Low-Income Sellers on China’s Reward-Based Crowdfunding Platforms: Are Poverty Alleviation Campaigns More Successful?," Journal of Business Ethics, Springer, vol. 191(4), pages 793-810, May.
    6. Benoit, Sabine & Wang, Yonggui & Teng, Lefa & Hampson, Daniel P. & Li, Xia, 2022. "Innovation in the sharing economy: A framework and future research agenda," Journal of Business Research, Elsevier, vol. 149(C), pages 207-216.
    7. 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.
    8. Rossmannek, Oliver & David, Natalie A. & Schramm-Klein, Hanna & van der Borgh, Michel, 2024. "Customer misbehavior and service providers’ risk perception in the sharing economy," Journal of Business Research, Elsevier, vol. 170(C).
    9. Nguyen, Stephanie & Nicod, Lionel & Llosa, Sylvie, 2024. "Preventing bypass on sharing economy platforms: The impact of message framing on users’ bypass intention," Journal of Business Research, Elsevier, vol. 179(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. 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.
    2. Nivedita Agarwal & Robert Steinmetz, 2019. "Sharing Economy: A Systematic Literature Review," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-17, October.
    3. 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.
    4. Florian Hawlitschek & Nicole Stofberg & Timm Teubner & Patrick Tu & Christof Weinhardt, 2018. "How Corporate Sharewashing Practices Undermine Consumer Trust," Sustainability, MDPI, vol. 10(8), pages 1-18, July.
    5. 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.
    6. Lim, Weng Marc, 2020. "The sharing economy: A marketing perspective," Australasian marketing journal, Elsevier, vol. 28(3), pages 4-13.
    7. Steven Kane Curtis & Matthias Lehner, 2019. "Defining the Sharing Economy for Sustainability," Sustainability, MDPI, vol. 11(3), pages 1-25, January.
    8. Ozuna, Edna & Steinhoff, Lena, 2024. "“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions?," Journal of Business Research, Elsevier, vol. 177(C).
    9. Daniel Schlagwein & Detlef Schoder & Kai Spindeldreher, 2020. "Consolidated, systemic conceptualization, and definition of the “sharing economy”," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 71(7), pages 817-838, July.
    10. 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.
    11. Hung-Tai Tsou & Ja-Shen Chen & Cindy Yunhsin Chou & Tzu-Wen Chen, 2019. "Sharing Economy Service Experience and Its Effects on Behavioral Intention," Sustainability, MDPI, vol. 11(18), pages 1-25, September.
    12. Taneli Vaskelainen & Laura Piscicelli, 2018. "Online and Offline Communities in the Sharing Economy," Sustainability, MDPI, vol. 10(8), pages 1-18, August.
    13. 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.
    14. Milanova, Veselina & Maas, Peter, 2017. "Sharing intangibles: Uncovering individual motives for engagement in a sharing service setting," Journal of Business Research, Elsevier, vol. 75(C), pages 159-171.
    15. Palátová, P. & Rinn, R. & Machoň, M. & Paluš, H. & Purwestri, R.C. & Jarský, V., 2023. "Sharing economy in the forestry sector: Opportunities and barriers," Forest Policy and Economics, Elsevier, vol. 154(C).
    16. Akbari, Morteza & Foroudi, Pantea & Khodayari, Maryam & Zaman Fashami, Rahime & Shahabaldini parizi, Zahra & Shahriari, Elmira, 2022. "Sharing Your Assets: A Holistic Review of Sharing Economy," Journal of Business Research, Elsevier, vol. 140(C), pages 604-625.
    17. 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.
    18. Cristina Pérez-Pérez & Diana Benito-Osorio & Susana María García Moreno, 2021. "Mergers and Acquisitions within the Sharing Economy: Placing All the Players on the Board," Sustainability, MDPI, vol. 13(2), pages 1-21, January.
    19. Małecka, Agnieszka & Mitręga, Maciej & Mróz-Gorgoń, Barbara & Pfajfar, Gregor, 2022. "Adoption of collaborative consumption as sustainable social innovation: Sociability and novelty seeking perspective," Journal of Business Research, Elsevier, vol. 144(C), pages 163-179.
    20. Andreas Reuschl & Victor Tiberius & Matthias Filser & Yixin Qiu, 2022. "Value configurations in sharing economy business models," Review of Managerial Science, Springer, vol. 16(1), pages 89-112, January.

    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:kap:jbuset:v:167:y:2020:i:1:d:10.1007_s10551-019-04128-5. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.