University of Surrey

Test tubes in the lab Research in the ATI Dance Research

Service Failure in Peer-to-Peer Accommodation: Mining Evidence of Negative Experience

Chen, Yujia, Tussyadiah, Iis and Gkritzali, Alkmini (2019) Service Failure in Peer-to-Peer Accommodation: Mining Evidence of Negative Experience In: 24th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, 03-06 Jan 2019, Houston, Texas, USA.

[img]
Preview
Text
Service Failure in Peer-to-Peer Accommodation - one page abstract.pdf - Accepted version Manuscript

Download (64kB) | Preview

Abstract

Advances in technology have brought back the concept of home sharing and transformed it into a global phenomenon that is peer-to-peer (P2P) accommodation. Yet, the vast growth of P2P accommodation also pairs with increasing customers’ dissatisfaction. There is an increasing evidence of guests experiencing service failures during their stay with P2P accommodation, resulting from various service encounters, such as guest-host relations, technological challenges, customer service interactions, etc. Though the concept of service failure has received considerable attention in the past, most studies have been limited to investigating its patterns and impacts from a dyadic customer – provider relationship perspective, where the provider is solely responsible for service failure. Through P2P platforms, how service is delivered and experienced is fundamentally changed as more entities are involved in service system. In P2P accommodation system, service is delivered through different service encounters within the triadic relationship: customer – service provider encounter and customer – platform provider encounter. This new form of service delivery has been neglected in current service failure research. Therefore, in order to fill the research gap and provide managerial implications, this study explores the major forms of service failure in P2P accommodation and provides effective recovery strategies accordingly.

Item Type: Conference or Workshop Item (Conference Abstract)
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Chen, Yujiayujia.chen@surrey.ac.uk
Tussyadiah, Iisi.tussyadiah@surrey.ac.uk
Gkritzali, Alkminia.gkritzali@surrey.ac.uk
Date : 3 January 2019
Copyright Disclaimer : © The authors 2018
Related URLs :
Depositing User : Clive Harris
Date Deposited : 31 Jan 2019 14:52
Last Modified : 31 Jan 2019 14:53
URI: http://epubs.surrey.ac.uk/id/eprint/850336

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year


Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800