EconPapers    
Economics at your fingertips  
 

The effect of attributions and failure severity on consumer complain behaviors in sharing economy

Regina Deka Sofia, Adi Zakaria Afiff and Daniel Tumpal Hamonangan Aruan

Cogent Business & Management, 2023, vol. 10, issue 3, 2275848

Abstract: Sharing economy has become a prominent business model that has been discussed in many previous studies, yet its consumer complaint behavior has not been sufficiently explored. Consumers’ tolerance and overly positive review toward Partners have dominated studies in post-failure evaluation and behavior. This study was conducted to examine the effects of failure attributions, i.e. locus of causality and controllability, and severity of failure on consumers’ direct and indirect complaint behavior, i.e. rating and negative word of mouth. Data were collected through a laboratory experiment with 280 participants in Indonesia. Findings revealed that at all levels of controllability and severity of failure, consumers’ intentions to give low rates were higher when failures were attributed to Platforms, while there were no differences related to intentions to engage in negative word of mouth. Results also showed the interaction of attribution of controllability and severity of failure toward consumers’ intention to give Partners low rates. These results contributed to research related to consumer complaint behavior in sharing economy, particularly negative word of mouth that still needed to be discussed adequately.

Date: 2023
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/23311975.2023.2275848 (text/html)
Access to full text is restricted to subscribers.

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:taf:oabmxx:v:10:y:2023:i:3:p:2275848

Ordering information: This journal article can be ordered from
http://cogentoa.tandfonline.com/journal/OABM20

DOI: 10.1080/23311975.2023.2275848

Access Statistics for this article

Cogent Business & Management is currently edited by Len Tiu Wright and Tahir Nisar

More articles in Cogent Business & Management from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().

 
Page updated 2025-03-20
Handle: RePEc:taf:oabmxx:v:10:y:2023:i:3:p:2275848