Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&amp;Bs in China

Liu, Wenlong; Ji, Rongrong; Nian, Chen; Ryu, Kisang

doi:10.3390/su12062285

Cited by 12 publications

(8 citation statements)

References 78 publications

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“…Intention refers to “the degree to which a person has formulated conscious plans to perform or not perform some specified future behavior” (Warshaw and Davis, 1985, p. 214). For consumers to form an actual intention to use a product or service, they first have to form a positive image of that product or service (Han and Hyun, 2017; Hwang and Kim, 2019; Liu et al , 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Perceived risks from drone food delivery services before and after COVID-19

Choe

Kim

Hwang

2021

IJCHM

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Purpose The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In addition, this study aims to investigate if image has a positive effect on intentions to use. Lastly, the purpose of this study was to examine the moderating effect of Coronavirus disease-2019 (COVID-19), before and after the outbreak, in the relationship between perceived risk and image. Design/methodology/approach Data were collected from 331 people before the COVID-19 outbreak and 343 people after the COVID-19 outbreak. To test hypotheses, this study used structural equation modeling. Findings Time, performance and psychological risks negatively affected image before the outbreak of COVID-19. Meanwhile, performance risks and psychological risks had a negative influence on image only after the outbreak of COVID-19. In addition, there was demonstrated to be a positive relationship between image and intentions to use, both before and after the COVID-19 outbreak. Finally, the outbreak of COVID-19 positively moderates the relationship between performance risk and image. Practical implications The current study provides the following practical implications. First, industry practitioners need to develop a performance guarantee system which enhances the quality assurance of drone food delivery services (DFDS). Second, live streaming or creative activities would help to visualize DFDS in a way that stresses the stable operation of these services. Originality/value The importance of contactless services has been emphasized ever since the beginning of the COVID-19 outbreak. However, there has been very little research on the future of contactless services after COVID-19. This study investigated the perceived risk from DFDS as a form of contactless service which has not been conducted before. The findings of this study will improve the understanding of the changes that have occurred in consumers’ perception of risk from DFDS during the COVID-19 pandemic.

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Section: Literature Reviewmentioning

confidence: 99%

Perceived risks from drone food delivery services before and after COVID-19

Choe

Kim

Hwang

2021

IJCHM

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“…Values in this study mean the extent to which a person has a favorable opinion and judgment of the sharing economy and what it represents [82,87,88]. Regarding consequences, it has been specifically proven that values related to sustainability and solidarity affect consumers' preferences and expectations associated with Electronic Word of Mouth (eWOM) [89][90][91][92]. EWOM is defined as the information exchanges, evaluations and comments made through sites [93].…”

Section: The Importance Of Valuesmentioning

confidence: 99%

Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model

2021

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This paper aims to analyze the external and internal drivers of young consumers’ intention to participate in the sharing economy in tourism. From previous findings, a causal model (PLS) is designed to generate an integrated, practical, and novel structural model that significantly predicts the intention to participate. The model, consisting of nine dimensions, includes consumers’ external and internal variables. Separately, these variables have all been considered relevant in the literature, though they have not been studied jointly before. The descriptive results show the excellent attitude and predisposition of young people toward the tourism sharing economy, which facilitates their participation. Through the model, the importance of all internal and external consumer variables in the formation of intention are proven; however, attitude and social norm are most notable among them. Trust is also a critical variable that serves as the link between internal and external variables. The study provides managers of sharing economy platforms with knowledge to encourage young consumers’ participation in a communication and market orientation context. The generational approach (Generation Z) used also allows the conclusions and implications to be transferred to other regions and sectors.

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“…In addition, response length is used to assess the quality of a hotels' response to an online complaint. Previous research (Liu & Ji, 2019;Liu et al, 2020) has shown that the length of a hotels' response in online review substantially impacts 'customers' perceived helpfulness. According to this research, hotels should be aware of good and bad internet reviews and take proactive measures to minimise customer complaints while fostering an upbeat environment.…”

Section: 3) the Length Of The Hotels' Response To Negative Reviews An...mentioning

confidence: 99%

The Impact of Hotel Responses to Online Negative Reviews on Consumers' Purchase Intention

Kumar

Maidullah

2022

ENLIGHTENING TOURISM

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This research investigates the hotel response strategies of businesses being responsive online to stimulate customers purchase intention in eWOM communications. Specifically, this study explores the online managerial responses in terms of length, speed, and relevance of management response to customer negative reviews and how customer personality moderates the purchase intention of the hotel. A non-probability convenience sampling technique was applied to collect 441 responses from Chinese residents who have made online hotel reservations and selected the hotel only after checking the online reviews and the hotel responses. The findings confirm that hotel response to negative reviews has an essential impact on 'consumers' purchase intention and consumer personality traits. Further, the research includes the practical implications for hotels to set up the reply format and carry out effective service recovery through different expression ways of negative reviews response.

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Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China

Cited by 12 publications

References 78 publications

Perceived risks from drone food delivery services before and after COVID-19

Perceived risks from drone food delivery services before and after COVID-19

Young Consumers’ Intention to Participate in the Sharing Economy: An Integrated Model

The Impact of Hotel Responses to Online Negative Reviews on Consumers' Purchase Intention

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