A pathway to consumer forgiveness in the sharing economy

Bibliographic Details
Main Author: Shuqair, Saleh
Publication Date: 2021
Other Authors: Pinto, Diego Costa, So, Kevin Kam Fung, Rita, Paulo, Mattila, Anna S.
Format: Article
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10362/123444
Summary: Shuqair, S., Pinto, D. C., So, K. K. F., Rita, P., & Mattila, A. S. (2021). A pathway to consumer forgiveness in the sharing economy: The role of relationship norms. International Journal of Hospitality Management, 98, 1-8. [103041]. https://doi.org/10.1016/j.ijhm.2021.103041 ---%ABS3%
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oai_identifier_str oai:run.unl.pt:10362/123444
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network_name_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository_id_str https://opendoar.ac.uk/repository/7160
spelling A pathway to consumer forgiveness in the sharing economyThe role of relationship normsCommunal normsExchange normsForgivenessHospitalityRecovery strategiesSharing economySocial recoveryTourism, Leisure and Hospitality ManagementStrategy and ManagementSDG 8 - Decent Work and Economic GrowthShuqair, S., Pinto, D. C., So, K. K. F., Rita, P., & Mattila, A. S. (2021). A pathway to consumer forgiveness in the sharing economy: The role of relationship norms. International Journal of Hospitality Management, 98, 1-8. [103041]. https://doi.org/10.1016/j.ijhm.2021.103041 ---%ABS3%The emergence of peer-to-peer accommodations has revolutionized the hospitality industry. Yet, research on peer-to-peer service failures and consumer forgiveness remains scant. This paper shows that relationship type—whether communal (“Airbnb host”) or exchange (“hotel”)—influences consumer forgiveness in a post-recovery context. Across five studies, this research demonstrates how peer providers (focusing on communal norms) versus conventional providers (focusing on exchange norms) influence consumer forgiveness and their responses to service recovery efforts. Our findings indicate that focusing on social service recovery is particularly effective for Airbnb hosts. These findings have important implications for crafting effective service recovery strategies based on the type of accommodation provider-customer relationship. Finally, our findings can also help peer-to-peer and conventional hospitality providers alleviate consumers’ negative responses to service failures.Information Management Research Center (MagIC) - NOVA Information Management SchoolNOVA Information Management School (NOVA IMS)RUNShuqair, SalehPinto, Diego CostaSo, Kevin Kam FungRita, PauloMattila, Anna S.2024-12-28T01:31:53Z2021-09-012021-09-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article8application/pdfhttp://hdl.handle.net/10362/123444eng0278-4319PURE: 33396325https://doi.org/10.1016/j.ijhm.2021.103041info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-12-30T01:33:50Zoai:run.unl.pt:10362/123444Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T17:26:26.528823Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv A pathway to consumer forgiveness in the sharing economy
The role of relationship norms
title A pathway to consumer forgiveness in the sharing economy
spellingShingle A pathway to consumer forgiveness in the sharing economy
Shuqair, Saleh
Communal norms
Exchange norms
Forgiveness
Hospitality
Recovery strategies
Sharing economy
Social recovery
Tourism, Leisure and Hospitality Management
Strategy and Management
SDG 8 - Decent Work and Economic Growth
title_short A pathway to consumer forgiveness in the sharing economy
title_full A pathway to consumer forgiveness in the sharing economy
title_fullStr A pathway to consumer forgiveness in the sharing economy
title_full_unstemmed A pathway to consumer forgiveness in the sharing economy
title_sort A pathway to consumer forgiveness in the sharing economy
author Shuqair, Saleh
author_facet Shuqair, Saleh
Pinto, Diego Costa
So, Kevin Kam Fung
Rita, Paulo
Mattila, Anna S.
author_role author
author2 Pinto, Diego Costa
So, Kevin Kam Fung
Rita, Paulo
Mattila, Anna S.
author2_role author
author
author
author
dc.contributor.none.fl_str_mv Information Management Research Center (MagIC) - NOVA Information Management School
NOVA Information Management School (NOVA IMS)
RUN
dc.contributor.author.fl_str_mv Shuqair, Saleh
Pinto, Diego Costa
So, Kevin Kam Fung
Rita, Paulo
Mattila, Anna S.
dc.subject.por.fl_str_mv Communal norms
Exchange norms
Forgiveness
Hospitality
Recovery strategies
Sharing economy
Social recovery
Tourism, Leisure and Hospitality Management
Strategy and Management
SDG 8 - Decent Work and Economic Growth
topic Communal norms
Exchange norms
Forgiveness
Hospitality
Recovery strategies
Sharing economy
Social recovery
Tourism, Leisure and Hospitality Management
Strategy and Management
SDG 8 - Decent Work and Economic Growth
description Shuqair, S., Pinto, D. C., So, K. K. F., Rita, P., & Mattila, A. S. (2021). A pathway to consumer forgiveness in the sharing economy: The role of relationship norms. International Journal of Hospitality Management, 98, 1-8. [103041]. https://doi.org/10.1016/j.ijhm.2021.103041 ---%ABS3%
publishDate 2021
dc.date.none.fl_str_mv 2021-09-01
2021-09-01T00:00:00Z
2024-12-28T01:31:53Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/123444
url http://hdl.handle.net/10362/123444
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0278-4319
PURE: 33396325
https://doi.org/10.1016/j.ijhm.2021.103041
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 8
application/pdf
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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