ENTER2018 eTourism Conference, PhD workshop presentation

1. ENTER 2018 PhD Workshop Slide Number 1
Service failure, customer satisfaction,
and repurchase intention: Why tourists
will not choose peer-to-peer
accommodation again?
Yujia (Penny) CHEN
University of Surrey, United Kingdom
Yujia.chen@surrey.ac.uk

2. ENTER 2018 PhD Workshop Slide Number 2
Background
Peer-to-Peer
Accommodation
• Why?
• Impact
• Trust &
policy
Consumer post-consumption behaviours with regards
to service failures in P2P accommodation
GAP

3. ENTER 2018 PhD Workshop Slide Number 3
Literature
• Peer-to-peer accommodation
Customer
Peer provider Platform provider
• Service failure, customer satisfaction and
repurchase intention

4. ENTER 2018 PhD Workshop Slide Number 4
Framework & Method - Study 1
Text mining
www.Airbnbhell.com
Semi-structured interview
online
community
Critical Incident Technique

5. ENTER 2018 PhD Workshop Slide Number 5
Framework & Method - Study 2
Survey
Amazon Mechanical Turk
 English Fluency
P2P Accommodation User
SPSS

6. ENTER 2018 PhD Workshop Slide Number 6
Expected Outcome
• First, helps to inject new conceptual ideas into sharing
economy, in terms of service failure, customer satisfaction and
repurchase intention.
• Second, this study will raise awareness of scholars and
practitioners about tourists’ concerns and dissatisfaction of
service encounters in P2P accommodation.
• Accordingly, the findings will offer managerial insights for both
platform providers and service providers.

7. ENTER 2018 PhD Workshop Slide Number 6
Expected Outcome
• First, helps to inject new conceptual ideas into sharing
economy, in terms of service failure, customer satisfaction and
repurchase intention.
• Second, this study will raise awareness of scholars and
practitioners about tourists’ concerns and dissatisfaction of
service encounters in P2P accommodation.
• Accordingly, the findings will offer managerial insights for both
platform providers and service providers.