Service failure in peer-to-peer accommodation

Yujia Chen and Iis P. Tussyadiah

Annals of Tourism Research, 2021, vol. 88, issue C

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.

Keywords: Service encounter; Service failure; Service recovery; Peer-to-peer accommodation; Sharing economy (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160738321000189
Full text for ScienceDirect subscribers only

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:eee:anture:v:88:y:2021:i:c:s0160738321000189

DOI: 10.1016/j.annals.2021.103156

Access Statistics for this article

Annals of Tourism Research is currently edited by John Tribe

More articles in Annals of Tourism Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().