Measuring Sharing Economy Satisfaction with Star Ratings: Overall Satisfaction versus Satisfaction with the Service Provider

Authors

  • Michael Frechette Sacred Heart University
  • Nikki Wingate Sacred Heart University

Keywords:

Collaborative consumption, sharing economy, satisfaction, star ratings, service failure

Abstract

Sharing economy business models have gained in significance in many market categories, yet research has only begun to illuminate how these firms differ from traditional business models. This study examines the post-consumption outcome of satisfaction, specifically after a service failure, by comparing a traditional business-to-consumer (B2C) hotel model to a peer-to-peer (P2P) business model, similar to Airbnb. We find interesting effects of the P2P business models of mitigating a service failure in two regards: 1) Satisfaction with the Service Provider did not significantly decrease in the P2P condition even when a service provider was seen as accountable for the service failure, unlike the B2C condition; and 2) the negative and significant indirect effect of locus of responsibility and control on Overall Satisfaction, as mediated by Satisfaction with the Service Provider, did not manifest in the P2P condition, as opposed to the B2C condition. The results show that the conventionally expected downward pressure of a service failure on satisfaction disappears within the P2P condition. This research contributes to the growing body of literature focusing on the P2P exchange mode, establishing a unique effect on post-consumption satisfaction. 

Author Biographies

  • Michael Frechette, Sacred Heart University

    Michael Frechette is an Assistant Professor of Marketing at the Welch College of Business and Technology at Sacred Heart University in Fairfield, CT. Dr. Frechette earned a dual Ph.D. in International Business and Marketing from Saint Louis University. His research interests span two streams of work, first is the antecedents of self-reported happiness, and also collaborative consumption and sharing economy models. Before entering academia, Dr. Frechette lived and worked abroad for over ten years, most of that time in China. While in China, he received his MBA from Tsinghua University in Beijing, where he was the recipient of a Tsinghua University Outstanding Thesis award.  

  • Nikki Wingate, Sacred Heart University

    Nikki Wingate received her doctorate in Marketing from Stern School of Business, New York University. She has taught at New York University, Rutgers Business School, Fairfield University, and the University of Bridgeport. Currently at Sacred Heart University, she focuses on the influence of negative affect on consumer behavior, in areas ranging from marketing entrepreneurship and higher education marketing to consumer complaint management and pharmaceutical advertising. Her work has been published in such journals as Marketing Letters, Psychology & Marketing, Journal of Marketing Theory and Practice, and International Journal of Pharmaceutical and Healthcare Marketing, as well as in conference proceedings of American Marketing Association, Association for Consumer Research, and Society for Consumer Psychology.

References

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211.

Akbari, M., Foroudi, P., Khodayari, M., Zaman Fashami, R., Shahabaldini parizi, Z., & Shahriari, E. (2022). Sharing Your Assets: A Holistic Review of Sharing Economy. Journal of Business Research, 140, 604–625. https://doi.org/10.1016/j.jbusres.2021.11.027

Al-Natour, S., & Turetken, O. (2020). A comparative assessment of sentiment analysis and star ratings for consumer reviews. International Journal of Information Management, 54, 102132. https://doi.org/10.1016/j.ijinfomgt.2020.102132

Altinay, L., & Taheri, B. (2018). Emerging themes and theories in the sharing economy: A critical note for hospitality and tourism. International Journal of Contemporary Hospitality Management, 31(1), 180–193. https://doi.org/10.1108/IJCHM-02-2018-0171

Anderson, C. L. (2019). The effect of the health star rating on consumer decision-making. Food Quality and Preference, 11.

Anderson, E. W., Fornell, C., & Rust, R. T. (1997). Customer Satisfaction, Productivity, and Profitability: Differences between Goods and Services. Marketing Science, 16(2), 129–145.

Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143.

Aron, D. (2016). Digital dysfunction: consumer grudgeholding and retaliation in the digital era. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 29, 119-130. Available online at https://jcsdcb.com/index.php/JCSDCB/article/view/239.

Barari, M., Paul, J., Ross, M., Thaichon, S., & Surachartkumtonkun, J. (2022). Relationships among actors within the sharing economy: Meta-analytics review. International Journal of Hospitality Management, 103, 103215. https://doi.org/10.1016/j.ijhm.2022.103215

BCC Publishing. (2020). Shared Economy: WeWork, Uber, AirBandB, Lift (No. FIN007A). BCC Publishing. https://www.bccresearch.com/market-research/finance/shared-economy-wework-uber-airbandb-lyft-market.html

Belarmino, A., Koh, Y., & Shin, H. H. (2022). Blurred lines: Comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels. Service Business. https://doi.org/10.1007/s11628-021-00477-2

Benoit, S., Baker, T. L., Bolton, R. N., Gruber, T., & Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors. Journal of Business Research, 79, 219–227. https://doi.org/10.1016/j.jbusres.2017.05.004

Bitner, M. J., & Hubbert, A. R. (1994). Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer’s Voice. In Service Quality: New Directions in Theory and Practice (pp. 72–94). SAGE Publications, Inc. https://doi.org/10.4135/9781452229102

Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, 305-314.

Castañeda, J. A. (2011). Relationship Between Customer Satisfaction and Loyalty on the Internet. Journal of Business and Psychology, 26(3), 371–383. https://doi.org/10.1007/s10869-010-9196-z

Chandrashekaran, M., Rotte, K., Tax, S. S., & Grewal, R. (2007). Satisfaction Strength and Customer Loyalty. Journal of Marketing Research, 44(1), 153–163. https://doi.org/10.1509/jmkr.44.1.153

Christodoulides, G., Athwal, N., Boukis, A., & Semaan, R. W. (2021). New forms of luxury consumption in the sharing economy. Journal of Business Research, 137, 89–99. https://doi.org/10.1016/j.jbusres.2021.08.022

Chung, J. (Jae), Johar, G. V., Li, Y., Netzer, O., & Pearson, M. (2022). Mining Consumer Minds: Downstream Consequences of Host Motivations for Home-Sharing Platforms. Journal of Consumer Research, 48(5), 817–838. https://doi.org/10.1093/jcr/ucab034

Costello, J. P., & Reczek, R. W. (2020). Providers Versus Platforms: Marketing Communications in the Sharing Economy. Journal of Marketing, 84(6), 22–38. https://doi.org/10.1177/0022242920925038

Custer, W. S. (2021). Medicare Star Rating System. Journal of Financial Service Professionals, 75(3), 28–30.

Droesch, B. (2020). US Sharing Economy 2020—Transportation- and Home-Sharing Remain Leading Drivers of the US Sharing Economy. eMarketer. https://www.emarketer.com/content/us-sharing-economy-2020

Eckhardt, G. M., Houston, M. B., Jiang, B., Lamberton, C., Rindfleisch, A., & Zervas, G. (2019). Marketing in the Sharing Economy. Journal of Marketing, 83(5), 5–27. https://doi.org/10.1177/0022242919861929

Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35–68. https://doi.org/10.1108/03090560810840907

Engin, A., & Vetschera, R. (2022). In whose bed shall I sleep tonight? The impact of transaction-specific versus partner-specific information on pricing on a sharing platform. Information & Management, 59(6), 103666. https://doi.org/10.1016/j.im.2022.103666

Engler, T. H., Winter, P., & Schulz, M. (2015). Understanding online product ratings: A customer satisfaction model. Journal of Retailing and Consumer Services, 27, 113–120. https://doi.org/10.1016/j.jretconser.2015.07.010

Esmark Jones, C. L., Stevens, J. L., Breazeale, M., & Spaid, B. I. (2018). Tell it like it is: The effects of differing responses to negative online reviews. Psychology & Marketing, 35(12), 891–901. https://doi.org/10.1002/mar.21142

Fang, D., Holmen, M., & Mavruk, T. (2021). Meeting new peers: The effects of Morningstar category reassignment on fund flows and star ratings. International Review of Financial Analysis, 77. https://doi.org/10.1016/j.irfa.2021.101842

Frechette, M., Arnold, M., Kaikati, A., & Singh, N. (2020). Collaborative consumption, social distance and the extended self. Journal of Consumer Marketing, 37(4), 413–422. https://doi.org/10.1108/JCM-02-2019-3099

Giertz, J. N., Hollebeek, L. D., Weiger, W. H., & Hammerschmidt, M. (2022). The invisible leash: When human brands hijack corporate brands’ consumer relationships. Journal of Service Management, 33(3), 485–495. https://doi.org/10.1108/JOSM-06-2021-0211

Giesler, M., Veresiu, E., & Humphreys, A. (2019). How Consumer Empathy Drives Platform Success. Working Paper.

Gilbert, D. T., & Malone, P. S. (1995). The correspondence bias. Psychological bulletin, 117(1), 21.

Glowa, T. (2014). Measuring Customer Satisfaction: Exploring Customer Satisfaction’s Relationship with Purchase Behavior. BookBaby. http://ebookcentral.proquest.com/lib/nyulibrary-ebooks/detail.action?docID=1881474

Griffith, E. (2020, Oct. 27). Airbnb Fights Its ‘Party House Problem’. New York Times. https://www.nytimes.com/2020/10/27/business/airbnb-party-house-coronavirus.html

Grigoroudis, E., & Siskos, Y. (2009). Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality. Springer. http://ebookcentral.proquest.com/lib/nyulibrary-ebooks/detail.action?docID=510759

Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210

Gutt, D., Neumann, J., Zimmermann, S., Kundisch, D., & Chen, J. (2019). Design of review systems – A strategic instrument to shape online reviewing behavior and economic outcomes. The Journal of Strategic Information Systems, 28(2), 104–117. https://doi.org/10.1016/j.jsis.2019.01.004

Hao, H., Zhang, K., Wang, W., & Gao, G. (2017). A tale of two countries: International comparison of online doctor reviews between China and the United States. International Journal of Medical Informatics, 99, 37–44. https://doi.org/10.1016/j.ijmedinf.2016.12.007

Hayes, A. F. (2017). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford publications.

Henderson, M. D., Fujita, K., Trope, Y., & Liberman, N. (2006). Transcending the" here": the effect of spatial distance on social judgment. Journal of Personality and Social Psychology, 91(5), 845. http://dx.doi.org/10.1037/0022-3514.91.5.845

Hennig-Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737–764. https://doi.org/10.1002/(SICI)1520-6793(199712)14:8<737::AID-MAR2>3.0.CO;2-F

Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay. Journal of Marketing, 69(2), 84–96. https://doi.org/10.1509/jmkg.69.2.84.60760

Hong, S., & Pittman, M. (2020). eWOM anatomy of online product reviews: Interaction effects of review number, valence, and star ratings on perceived credibility. International Journal of Advertising, 39(7), 892–920. https://doi.org/10.1080/02650487.2019.1703386

Hu, N., Bose, I., Koh, N. S., & Liu, L. (2012). Manipulation of online reviews: An analysis of ratings, readability, and sentiments. Decision Support Systems, 52(3), 674–684. https://doi.org/10.1016/j.dss.2011.11.002

HustlePads.com. (2021, Nov. 22). Top 10 Airbnb problems host deal with and simple solutions. https://hustlepads.com/top-airbnb-problems-host-deal-with/

Jang, H. (2022). Judging an Airbnb booking by its cover: How profile photos affect guest ratings. Journal of Consumer Marketing, 39(4), 371–382. https://doi.org/10.1108/JCM-01-2021-4341

Johnson, A.-G., & Neuhofer, B. (2017). Airbnb – an exploration of value co-creation experiences in Jamaica. International Journal of Contemporary Hospitality Management, 29(9), 2361–2376. https://doi.org/10.1108/IJCHM-08-2016-0482

Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507. https://psycnet.apa.org/doi/10.1016/S0148-2963(03)00140-1

Jones, M. A., & Suh, J. (2000). Transaction‐specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147–159. https://doi.org/10.1108/08876040010371555

Kell, J. (2013) Avis to Buy Car-Sharing Service Zipcar. The Wall Street Journal. Retrieved from http://www.wsj.com/articles/SB10001424127887324374004578217121433322386, Accessed date: July 3, 2022.

Keller, D., & Kostromitina, M. (2020). Characterizing non-chain restaurants’ Yelp star-ratings: Generalizable findings from a representative sample of Yelp reviews. International Journal of Hospitality Management, 86, 102440. https://doi.org/10.1016/j.ijhm.2019.102440

Ketron, S., & Mai, S. (2022). Blame and service recovery strategies in lateral exchange markets. Journal of Strategic Marketing, 30(1), 3–21. https://doi.org/10.1080/0965254X.2019.1642935

Kim, H.Y., & Yoon, S. (2022). Do consumer values and switching barriers influence sharing consumption intention? A cost-benefit approach. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 35. Available online at: https://jcsdcb.com/index.php/JCSDCB/article/view/600

Kim, K., Park, C., Yoon, S., Choi, Y. K., Oh, S., & Lee, J. (2019). Branded entertainment: Gender differences in reactions to star ratings. Journal of Consumer Behaviour, 18(2), 166–176. https://doi.org/10.1002/cb.1755

Kim, M., Lee, E., Kim, S. J., Cha, J., & Cichy, R. F. (2022). Impact of Indoor Environmental Quality on Hotel Guests’ Behaviors. International Journal of Hospitality & Tourism Administration, 1–26. https://doi.org/10.1080/15256480.2021.1981188

Klarin, A., & Suseno, Y. (2021). A state-of-the-art review of the sharing economy: Scientometric mapping of the scholarship. Journal of Business Research, 126, 250–262. https://doi.org/10.1016/j.jbusres.2020.12.063

Koppenhafer, L. (2014). Accounting for the social element in access-based consumption. (Unpublished dissertation). URL https://scholarsbank.uoregon.edu/xmlui/bitstream/handle/1794/18511/Koppenhafer_oregon_0171A_11094.pdf?sequence=1&isAllowed=y, Accessed date: July 2, 2022.

Kostromitina, M., Keller, D., Cavusoglu, M., & Beloin, K. (2021). “His lack of a mask ruined everything.” Restaurant customer satisfaction during the COVID-19 outbreak: An analysis of Yelp review texts and star-ratings. International Journal of Hospitality Management, 98, 103048. https://doi.org/10.1016/j.ijhm.2021.103048

Lamberton, C. P., & Rose, R. L. (2012). When is ours better than mine? A framework for understanding and altering participation in commercial sharing systems. Journal of Marketing, 76(4), 109-125. https://doi.org/10.1509/jm.10.0368

Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420

Li, J., Hudson, S., & So, K. K. F. (2019). Exploring the customer experience with Airbnb. International Journal of Culture, Tourism and Hospitality Research, 13(4), 410–429. https://doi.org/10.1108/IJCTHR-10-2018-0148

Liberman, N., & Trope, Y. (1998). The role of feasibility and desirability considerations in near and distant future decisions: A test of temporal construal theory. Journal of Personality and Social Psychology, 75(1), 5. https://psycnet.apa.org/doi/10.1037/0022-3514.75.1.5

Liviatan, I., Trope, Y., & Liberman, N. (2008). Interpersonal similarity as a social distance dimension: Implications for perception of others’ actions. Journal of Experimental Social Psychology, 44(5), 1256–1269. https://doi.org/10.1016/j.jesp.2008.04.007

Luca, M., & Zervas, G. (2016). Fake It Till You Make It: Reputation, Competition, and Yelp Review Fraud. Management Science, 62(12), 3412–3427. https://doi.org/10.1287/mnsc.2015.2304

Ma, S., Cui, X., Xiao, X., & Zhao, X. (2022). The impact of photo verification service on sales performance in the peer-to-peer economy: Moderating role of customer uncertainty. Journal of Business Research, 142, 45–55. https://doi.org/10.1016/j.jbusres.2021.12.02 1

Mai, E. (Shirley), & Ketron, S. (2022). How retailer ownership of vs. Collaboration with sharing economy apps affects anticipated service quality and value co-creation. Journal of Business Research, 140, 684–692. https://doi.org/10.1016/j.jbusres.2021.11.039

Mano, H., & Oliver, R. L. (1993). Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction. Journal of Consumer Research, 20(3), 451–466. https://doi.org/10.1086/209361

McAlexander, J. H., Kim, S. K., & Roberts, S. D. (2003). Loyalty: The Influences of Satisfaction and Brand Community Integration. Journal of Marketing Theory and Practice, 11(4), 1–11. https://doi.org/10.1080/10696679.2003.11658504

Mellinas, J. P., & Reino, S. (2019). Average scores integration in official star rating scheme. Journal of Hospitality and Tourism Technology, 10(3), 339–350. https://doi.org/10.1108/JHTT-07-2017-0050

Messner, W. (2020). Value or Quality? Differences in Airlines’ Customer Satisfaction Strategies across National Markets. Services Marketing Quarterly, 41(3), 205–235. https://doi.org/10.1080/15332969.2020.1786244

Meyers, D. J., Rahman, M., Wilson, I. B., Mor, V., & Trivedi, A. N. (2021). The Relationship Between Medicare Advantage Star Ratings and Enrollee Experience. Journal of General Internal Medicine, 36(12), 3704–3710. https://doi.org/10.1007/s11606-021-06764-y

Mody, M. A., Hanks, L., & Cheng, M. (2021). Sharing economy research in hospitality and tourism: A critical review using bibliometric analysis, content analysis and a quantitative systematic literature review. International Journal of Contemporary Hospitality Management, 33(5), 1711–1745. https://doi.org/10.1108/IJCHM-12-2020-1457

Naylor, G. S. (2016). Complaining, complimenting and word-of-mouth in the digital age: Typology and terms. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 29, 131-142. Available online at https://jcsdcb.com/index.php/JCSDCB/article/view/237.

Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499

Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3), 418–430. https://doi.org/10.1086/209358

Oliver, R. L. (Ed.). (2014). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge. https://doi.org/10.4324/9781315700892

Palmatier, R. W., Scheer, L. K., & Steenkamp, J.-B. E. M. (2007). Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty. Journal of Marketing Research (JMR), 44(2), 185–199. https://doi.org/10.1509/jmkr.44.2.185

Pappas, N. (2017). The complexity of purchasing intentions in peer-to-peer accommodation. International Journal of Contemporary Hospitality Management, 29(9), 2302–2321. https://doi.org/10.1108/IJCHM-08-2016-0429

Perren, R., & Kozinets, R. V. (2018). Lateral Exchange Markets: How Social Platforms Operate in a Networked Economy. Journal of Marketing, 82(1), 20–36. https://doi.org/10.1509/jm.14.0250

Proserpio, D., Xu, W., & Zervas, G. (2018). You get what you give: Theory and evidence of reciprocity in the sharing economy. Quantitative Marketing & Economics, 16(4), 371–407. https://doi.org/10.1007/s11129-018-9201-9

Qi, L., & Qiang, Y. (2013). How hotel star rating moderates online word-of-mouth effect: A difference-in-difference approach. 2013 International Conference on Management Science and Engineering 20th Annual Conference Proceedings, 3–8. https://doi.org/10.1109/ICMSE.2013.6586254

Sayfuddin, A., & Chen, Y. (2021). The signaling and reputational effects of customer ratings on hotel revenues: Evidence from TripAdvisor. International Journal of Hospitality Management, 99, 103065. https://doi.org/10.1016/j.ijhm.2021.103065

Schlagwein, D., Schoder, D., & Spindeldreher, K. (2020). Consolidated, systemic conceptualization, and definition of the “sharing economy.” Journal of the Association for Information Science and Technology, 71(7), 817–838. https://doi.org/10.1002/asi.24300

Shi, N., Hong, Y., Wang, K., & Pavlou, P. A. (2012). Social commerce beyond word of mouth: Role of social distance and social norms in online referral incentive systems. Proceedings of the 34th International Conference on Information Systems (ICIS), Milan, Italy. Available online at https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.670.2918&rep=rep1&type=pdf

Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.2307/3152082

Somerville, H. (March 15, 2016) Lyft and GM roll out car rental program to attract more drivers, Reuters.com. URL https://www.reuters.com/article/us-gm-lyft-carshare/lyft-and-gm-roll-out-car-rental-program-to-attract-more-drivers-idUSKCN0WH0B7 Accessed date: July 17, 2022.

Sosa, L., Abhari, K., Pesavento, M., Koobchehr, F., Xiao, B., Kohsuwan, P., & Olivares, F. (2021). Service Failure Recovery in the Sharing Economy: A Case Study of Airbnb. Proceedings of the 54th Hawaii International Conference on System Sciences.

Swan, J.E. (1992). Satisfaction work: The joint production of patient satisfaction by health care providers and patients. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, 69-80. Available online at https://jcsdcb.com/index.php/JCSDCB/article/view/633.

Szymanski, D. M., & Henard, D. H. (2001). Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. Journal of the Academy of Marketing Science, 29(1), 16. https://doi.org/10.1177/0092070301291002

Thomas, D., Seenivasan, S., & Wang, D. (2021). A nudge toward healthier food choices: The influence of health star ratings on consumers’ choices of packaged foods. European Journal of Marketing, 55(10), 2735–2768. https://doi.org/10.1108/EJM-11-2019-0851

Vallacher, R., & Wegner, D. (1989). Levels of personal agency: Individual variation in action identification. Journal of Personality and Social Psychology, 57(4), 660. https://psycnet.apa.org/doi/10.1037/0022-3514.57.4.660

Vidyashankar, G., Madhavan, S., & Venkatesakumar, R. (2021). Star Ratings in Online Consumer Reviews—Emotions or Evidence? Journal of Contemporary Management Research, 15(1), 1–16.

Wang, D., & Nicolau, J. L. (2017). Price determinants of sharing economy based accommodation rental: A study of listings from 33 cities on Airbnb.com. International Journal of Hospitality Management, 62, 120–131. https://doi.org/10.1016/j.ijhm.2016.12.007

Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548-573.

Westbrook, R. A. (1980). A Rating Scale for Measuring Product/Service Satisfaction. Journal of Marketing, 44(4), 68–72. https://doi.org/10.2307/1251232

Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270. https://doi.org/10.2307/3151636

Willems, J., Waldner, C. J., & Ronquillo, J. C. (2019). Reputation Star Society: Are star ratings consulted as substitute or complementary information? Decision Support Systems, 124. https://doi.org/10.1016/j.dss.2019.113080

Williams, J.A., & Anderson, H.H. (1999). Customer Delight: The Beat of a Different Drummer. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 12, 44-52. Available online at https://jcsdcb.com/index.php/JCSDCB/article/view/168.

Wirtz, J., & Bateson, J. E. (1999). Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research, 44(1), 55-66. https://doi.org/10.1016/S0148-2963(97)00178-1

Wright, N. D., & Larsen, V. (2022). Insights into CS/D&CB from Thirty Years of Qualitative Research in the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 35. Available online at https://jcsdcb.com/index.php/JCSDCB/article/view/676

Wu, J., Zeng, M., & Xie, K. L. (2017). Chinese travelers’ behavioral intentions toward room-sharing platforms: The influence of motivations, perceived trust, and past experience. International Journal of Contemporary Hospitality Management, 29(10), 2688–2707. https://doi.org/10.1108/IJCHM-08-2016-0481

Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing, 4(1), 68–123.

Zervas, G., Proserpio, D., & Byers, J. W. (2021). A first look at online reputation on Airbnb, where every stay is above average. Marketing Letters, 32(1), 1–16. https://doi.org/10.1007/s11002-020-09546-4

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1-12. http://dx.doi.org/10.1177/0092070393211001

Zhao, X., Lynch, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197-206. https://doi.org/10.1086/651257

Downloads

Published

2022-12-15