Benefits of authenticity: Post-failure loyalty in the sharing economy

Research output: Contribution to journalArticle

14 Citations (Scopus)

Abstract

Across five studies, this research reveals that the nature of the accommodation provider influences customers' post-failure loyalty. We propose a conceptual model that integrates perceived authenticity, social interaction, and positive emotions as primary determinants of post-failure loyalty in the sharing economy context. This article extends previous research by contrasting the impact of perceived authenticity on post-failure loyalty towards Airbnb (host, platform) and hotels. Our findings suggest that customers' post-failure emotional and behavioral responses depend on the accommodation provider type. The finding that authenticity and social interaction drive post-failure loyalty has important implications for managers of Airbnb properties and hotels. Finally, our findings provide new insights into customer perceptions of various service recovery strategies (e.g., apology, compensation) based on the accommodation provider type.

Original languageEnglish
Article number102741
Number of pages15
JournalAnnals of Tourism Research
Volume78
Early online date8 Jul 2019
DOIs
Publication statusPublished - 1 Sep 2019

Keywords

  • And accommodation provider type
  • Cognitive appraisal theory
  • Perceived authenticity
  • Positive emotions
  • Post-failure loyalty
  • Social interaction

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