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Customer satisfaction and repurchase intention theory for the online sharing economy

Author

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  • Kun-Huang Huarng

    (Feng Chia University)

  • Ming-Feng Yu

    (Feng Chia University)

Abstract

The online sharing economy can multiply the effects of its traditional counterparts. This study intends to explore consumer behavior for the sharing economy in the hotel industry. To that end, this study explores the relationships between variables for online and offline hotels to identify the differences in both relationships. In addition, this study compares the results from two research methods: structural equation modeling (SEM) and qualitative analysis with structural associations. The survey examines both Airbnb (online hotels) and conventional hotels. From SEM analyses for Airbnb and conventional hotels, all the variables have significant positive impacts on satisfaction, which then has a significant positive impact on repurchase intention. This study also discusses the differences in the coefficients for both targets. Qualitative analysis with structural associations supports different relationships and one unique relationship with structural associations for Airbnb.

Suggested Citation

  • Kun-Huang Huarng & Ming-Feng Yu, 2019. "Customer satisfaction and repurchase intention theory for the online sharing economy," Review of Managerial Science, Springer, vol. 13(3), pages 635-647, June.
    • Handle: RePEc:spr:rvmgts:v:13:y:2019:i:3:d:10.1007_s11846-018-0321-0
    DOI: 10.1007/s11846-018-0321-0
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    Cited by:

    1. Ricarda B. Bouncken & Sascha Kraus & Juan F. Martínez-Pérez, 2020. "Entrepreneurship of an institutional field: the emergence of coworking spaces for digital business models," International Entrepreneurship and Management Journal, Springer, vol. 16(4), pages 1465-1481, December.
    2. Huarng, Kun-Huang & Yu, Tiffany Hui-Kuang, 2020. "The impact of surge pricing on customer retention," Journal of Business Research, Elsevier, vol. 120(C), pages 175-180.
    3. Juan Luis Jiménez & Armando Ortuño & Jorge V. Pérez-Rodríguez, 2022. "How does AirBnb affect local Spanish tourism markets?," Empirical Economics, Springer, vol. 62(5), pages 2515-2545, May.
    4. Akhmedova, Anna & Marimon, Frederic & Mas-Machuca, Marta, 2020. "Winning strategies for customer loyalty in the sharing economy: A mixed-methods study," Journal of Business Research, Elsevier, vol. 112(C), pages 33-44.
    5. Ricarda B. Bouncken & Sascha Kraus & Juan F. Martínez-Pérez, 0. "Entrepreneurship of an institutional field: the emergence of coworking spaces for digital business models," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-17.
    6. Hartl, Barbara & Marth, Sarah & Hofmann, Eva & Penz, Elfriede, 2024. "‘One bad apple won’t spoil the bunch’ – Representations of the “sharing economy”," Journal of Business Research, Elsevier, vol. 176(C).
    7. Li Xiong & Chengwen Wang & Zhaoran Xu, 2022. "Supply and demand matching model of P2P sharing accommodation platforms considering fairness," Electronic Commerce Research, Springer, vol. 22(3), pages 951-978, September.
    8. Natalia Wagner & Roma Strulak-Wójcikiewicz & Anna Landowska, 2019. "Trust in Sharing Economy Business Models from the Perspective of Customers in Szczecin, Poland," Sustainability, MDPI, vol. 11(23), pages 1-26, December.
    9. Adam Pawlicz & Ema Petaković & Ana-Marija Vrtodušić Hrgović, 2022. "Beyond Airbnb. Determinants of Customer Satisfaction in P2P Accommodation in Time of COVID-19," Sustainability, MDPI, vol. 14(17), pages 1-15, August.
    10. Muntaser Mohamed Nuttah & Paolo Roma & Giovanna Lo Nigro & Giovanni Perrone, 2024. "The Short- and Long-Term Impacts of COVID-19 Pandemic on the Sharing Economy: Distinguishing Between “Symptomatic” and “Asymptomatic” Platforms," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 9238-9287, June.
    11. Minqin Yi & Ming Chen & Jilang Yang, 2024. "Understanding the self-perceived customer experience and repurchase intention in live streaming shopping: evidence from China," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    12. Chun Lei & Md Sazzad Hossain & Elise Wong, 2023. "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
    13. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).
    14. 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.
    15. Oliver Rossmannek, 2022. "When do service suppliers leave their platform?—The role of friendships," Review of Managerial Science, Springer, vol. 16(5), pages 1311-1334, July.
    16. Stella Yiyan Li & Antje R. H. Graul & John Jianjun Zhu, 2024. "Investigating the disruptiveness of the sharing economy at the individual consumer level: How consumer reflexivity drives re-engagement in sharing," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 164-195, January.
    17. Xue Yang & Miao Tian, 2024. "To see and then to believe: how image affect tenant decision-making and satisfaction on short-term rental platform," Electronic Commerce Research, Springer, vol. 24(4), pages 2877-2901, December.
    18. Bahman Huseynli & Sevar Mammadova, 2022. "Determining the Moderator Role of Brand Image on Brand Innovativeness, Consumer Hope, Customer Satisfaction and Repurchase Intentions," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(2), pages 59-77.
    19. Jiwoo Jung & Eunkyung Park & Joonho Moon & Won Seok Lee, 2021. "Exploration of Sharing Accommodation Platform Airbnb Using an Extended Technology Acceptance Model," Sustainability, MDPI, vol. 13(3), pages 1-16, January.

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