Carmen Kar Hang Lee , Ying Kei Tse , Eric Ka Ho Leung , Yichuan Wang
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引用次数: 0
Abstract
Built on the evolutionary stimulus-organism-response model, this study examines how customer encounters with different interaction mechanisms (stimuli) evoke service-quality perceptions and sentiments (organisms) that impact customer loyalty (responses) to accommodation-sharing services. It draws important service-quality dimensions and sentiments from Airbnb reviews and examines which patterns lead to the highest levels of customer loyalty. It is the first study to integrate social media analytics and fuzzy-set Qualitative Comparative Analysis to explain the attitudinal and behavioral components of customer loyalty. A distinctive aspect of the findings is the prescriptive causal recipes that allow hosts to prioritize certain resources, focusing more on the key dimensions (order winners) that most affect customer loyalty. The findings also show that configurations leading to high-level attitudinal loyalty differ from those leading to high-level behavioral loyalty in accommodation sharing.
期刊介绍:
The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.