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DC Field | Value | Language |
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dc.contributor.author | Foroudi, P | - |
dc.contributor.author | Tabaghdehi, SAH | - |
dc.contributor.author | Cillo, V | - |
dc.contributor.author | Cuomo, MT | - |
dc.date.accessioned | 2024-05-16T11:23:59Z | - |
dc.date.available | 2024-05-16T11:23:59Z | - |
dc.date.issued | 2024-04-26 | - |
dc.identifier | ORCiD: Pantea Foroudi https://orcid.org/0000-0003-4000-7023 | - |
dc.identifier | ORCiD: Seyedeh Asieh H. Tabaghdehi https://orcid.org/0000-0002-6650-766X | - |
dc.identifier | ORCiD: Maria Teresa Cuomo https://orcid.org/0000-0003-3117-5914 | - |
dc.identifier | ORCiD: Valentina Cillo https://orcid.org/0000-0001-7606-4746 | - |
dc.identifier.citation | Foroudi, P. et al. (2024) ‘E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention’, Review of Managerial Science, Vol. 0 (ahead of print), pp. 1 - 35. DOI: https://doi.org/10.1007/s11846-024-00762-0. | en_US |
dc.identifier.issn | 1863-6683 | - |
dc.identifier.uri | https://bura.brunel.ac.uk/handle/2438/29020 | - |
dc.description | JEL classification: M0 | - |
dc.description.abstract | This study analyses the impact of the critical issues on Travel and Tourism e-service failure and explores specifically how peer-to-peer accommodation business can cope with the potential collapse in demand caused by global crises. The purpose is to examine the impact of peer-to-peer accommodation’s recovery offer on revisiting intentions and relationships termination in light of justice-, fairness-, and attribution theory. In this vein, the main aim is to develop a theoretical model which is underpinned by an understanding of the consequences of e-service failure and the effectiveness of recovery strategies for business competitiveness. To gauge peer perceptions of peer-to-peer accommodations, we employed a mixed-method approach. Alongside 17 interviews with peers and industry experts, a survey involving 404 peer-to-peer accommodation users was conducted. Structural equation modelling was applied to unravel the intricate relationships and influences at play. The findings suggest that managers and service providers need to focus on timely recovery and building stronger relationships with peers, to increase repurchase intention and post-recovery satisfaction and to better front the crises times. This could be implemented efficiently via the platform of social media. This study offers specific theoretical and practical implications by providing a fair recovery strategy to result in the satisfaction of both parties. | en_US |
dc.description.sponsorship | Università degli Studi di Salerno within the CRUI-CARE Agreement. | - |
dc.format.extent | 1 - 35 | - |
dc.format.medium | Print-Electronic | - |
dc.publisher | Springer Nature | en_US |
dc.rights | © The Author(s) 2024. Rights and permissions: Open Access. This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit https://creativecommons.org/licenses/by/4.0/. | - |
dc.rights.uri | https://creativecommons.org/licenses/by/4.0/ | - |
dc.subject | e-service failure strategy | en_US |
dc.subject | peers’ attitude | en_US |
dc.subject | peers’ expectations | en_US |
dc.subject | proposed resolution | en_US |
dc.subject | future intention | en_US |
dc.subject | relationship termination | en_US |
dc.subject | crisis management | en_US |
dc.title | E-service failure and recovery strategy in times of crisis: effect on peer attitudes, expectation and future intention | en_US |
dc.type | Article | en_US |
dc.date.dateAccepted | 2024-03-25 | - |
dc.identifier.doi | https://doi.org/10.1007/s11846-024-00762-0 | - |
dc.relation.isPartOf | Review of Managerial Science | - |
pubs.publication-status | Published | - |
pubs.volume | 0 | - |
dc.identifier.eissn | 1863-6691 | - |
dc.rights.license | https://creativecommons.org/licenses/by/4.0/legalcode.en | - |
Appears in Collections: | Brunel Business School Research Papers |
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