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Service failure in peer-to-peer accommodation · Study

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ArticleService failure in peer-to-peer accommodation

Yujia Chen2021

Article2021

Service failure in peer-to-peer accommodation

Yujia Chen · Iis P. Tussyadiah

81 citations·0/0 files stored·Annals of Tourism Research

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Sharing Economy and Platforms

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 81 citations exist upstream.

References

1984Content Analysis: An Introduction to its Methodology.2017The Motivation to Work 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2004E-S-QUAL 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1985Problems and Strategies in Services Marketing 2017The Rise of the Sharing Economy: Estimating the Impact of Airbnb on the Hotel Industry 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Cited by

2023The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions 2022Exploitative leadership and service sabotage 2022Sentiment mining of online reviews of peer-to-peer accommodations: Customer emotional heterogeneity and its influencing factors 2022Innovation in the sharing economy: A framework and future research agenda 2022Airbnb phenomenon: a review of literature and future research directions 2022Tangible and intangible hotel in-room amenities in shaping customer experience and the consequences in the with-corona era 2022Mitigating property quality uncertainty and property fit uncertainty in online peer-to-peer accommodation platforms: an uncertainty reduction theory perspective 2022A global-scale analysis of the sharing economy model – an AirBnB case study

Details

Year2021

Typearticle

Published2021-02-21

VenueAnnals of Tourism Research

ISSN-L0160-7383

Languageen

Citations81

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.annals.2021.103156

openalex_workW3129675142

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