Service Failures in the Sharing Economy: Consumer Tolerance Towards Collaborative Service Quality
Across two studies, we show that consumers are more tolerant towards service failures in a collaborative context when they had already experienced collaborative services. We also highlight that the congruence of the relationship norms adopted by the service provider and user increases the tolerance towards a service failure.
Jérôme Mallargé, Pietro Zidda, and Alain Decrop (2019) ,"Service Failures in the Sharing Economy: Consumer Tolerance Towards Collaborative Service Quality", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 766-767.
Jérôme Mallargé, University of Namur, Belgium
Pietro Zidda, University of Namur, Belgium
Alain Decrop, University of Namur, Belgium
NA - Advances in Consumer Research Volume 47 | 2019
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