TY - JOUR
T1 - An empathy lens into peer service providers
T2 - Personal versus commercial hosts
AU - Shuqair, Saleh
AU - Pinto, Diego Costa
AU - Mattila, Anna S.
N1 - Funding Information:
This paper was funded by Funda??o para a Ci?ncia e Tecnologia, Portugal. Funding number: DSAIPA/DS/0113/2019 Data Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal. Diego Costa Pinto. Universidade Nova de Lisboa (UNL).
Funding Information:
This paper was funded by Fundação para a Ciência e Tecnologia, Portugal . Funding number: DSAIPA/DS/0113/2019 Data Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal. Diego Costa Pinto. Universidade Nova de Lisboa (UNL).
Publisher Copyright:
© 2021 Elsevier Ltd
PY - 2021/10
Y1 - 2021/10
N2 - The focus of the peer-to-peer in tourism (Airbnb) has shifted recently from personal peer providers (i.e., individuals that rent a room) to commercial peer providers (i.e., companies that manage several Airbnb lodgings). While prior research encourages peer service providers (Airbnb hosts) to focus on social interactions, there is scant research on how consumers respond to the social dimension across the two peer provider types (personal vs. commercial provider). Two experimental studies (N = 600) reveal that consumers exhibit higher loyalty towards personal (vs. commercial) providers when they focus on communal norms, and this effect is driven via empathy. Study 2 examines the moderating effect of perceived warmth and demonstrates that low perceived warmth has a detrimental effect on loyalty among personal (vs. commercial) peer providers.
AB - The focus of the peer-to-peer in tourism (Airbnb) has shifted recently from personal peer providers (i.e., individuals that rent a room) to commercial peer providers (i.e., companies that manage several Airbnb lodgings). While prior research encourages peer service providers (Airbnb hosts) to focus on social interactions, there is scant research on how consumers respond to the social dimension across the two peer provider types (personal vs. commercial provider). Two experimental studies (N = 600) reveal that consumers exhibit higher loyalty towards personal (vs. commercial) providers when they focus on communal norms, and this effect is driven via empathy. Study 2 examines the moderating effect of perceived warmth and demonstrates that low perceived warmth has a detrimental effect on loyalty among personal (vs. commercial) peer providers.
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U2 - 10.1016/j.ijhm.2021.103073
DO - 10.1016/j.ijhm.2021.103073
M3 - Article
AN - SCOPUS:85114997442
VL - 99
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
SN - 0278-4319
M1 - 103073
ER -