Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach

Sooyun Kim
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Sooyun Kim: School of Business, Yonsei University, Seoul 03722, Korea

Sustainability, 2022, vol. 14, issue 5, 1-13

Abstract: In a peer-to-peer (P2P) sharing-service model, a platform provider (PP) has no direct control over the service quality of peer service providers (PSPs). However, an unpleasant experience with a single PSP may impact customer responses to the PP. Hence, the PP should offer PSPs guidelines on how to cope with service failures. To identify effective/ineffective recovery strategies, this study examined the influence of the characteristics of service failure/recovery and customers that influence customers’ behavioral intentions toward the PP. Specifically, it employed multiple regression analysis (MRA) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze the complex relationships between service failure/recovery characteristics (severity of service failure and source of service recovery) and customers’ characteristics (PSP experience, age, and gender) regarding customers’ behavioral intentions (reuse and switching intentions of the PP). The results show (1) four solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is high and (2) three solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is low. By investigating recovery configurations reflecting the unique characteristics of P2P sharing services, this study contributes to the literature on both P2P sharing services and service failure/recovery.

Keywords: fuzzy-set qualitative comparative analysis (fsQCA); sharing economy; service failure; service recovery; source of service recovery; peer service provider experience; age; gender; reuse intention; switching intention (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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