Coping strategies for serial service failures in peer-to-peer sharing services: the power of empathic communication

Sooyun Kim, Sunmee Choi () and Rohit Verma
Additional contact information
Sooyun Kim: Yonsei University
Sunmee Choi: Yonsei University
Rohit Verma: University of South Carolina

Service Business, 2024, vol. 18, issue 3, No 5, 455-472

Abstract: Abstract Peer-to-peer (P2P) sharing services experience failures, caused by customers or peer service providers (PSPs). When failures recur, PSPs’ response to the first failure shapes subsequent customer reactions. This study examines scenarios where the initial failure is caused by the customer, and the subsequent failure is attributed to the PSP. How the PSP’s empathetic responses to the initial failure influences customer reactions during the subsequent failures was examined. Results show that PSP’s empathic communication during the first failure reduces customers’ negative emotions and may or may not foster a more lenient attitude toward the second failure, depending on the response type. Specifically, empathy positively impacts satisfaction and intent for positive review score but not for sharing negative reviews.

Keywords: P2P home-sharing services; Serial service failure; Empathic communication style; Reviews (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s11628-024-00568-w Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:18:y:2024:i:3:d:10.1007_s11628-024-00568-w

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-024-00568-w

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().