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An empathy lens into peer service providers

2021-10-01Artigo científico Acesso aberto
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dc.contributor.authorShuqair, Saleh
dc.contributor.authorPinto, Diego Costa
dc.contributor.authorMattila, Anna S.
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.pblElsevier
dc.date.accessioned2021-09-25T02:08:04Z
dc.date.available2024-12-28T01:31:54Z
dc.date.embargoedUntil2024-09-16
dc.date.issued2021-10-01
dc.descriptionShuqair, S., Pinto, D. C., & Mattila, A. S. (2021). An empathy lens into peer service providers: Personal versus commercial hosts. International Journal of Hospitality Management, 99, 1-10. [103073]. https://doi.org/10.1016/j.ijhm.2021.103073 ---%ABS3% ---This paper was funded by Fundacao para a Ciencia 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).
dc.description.abstractThe 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.en
dc.description.versionauthorsversion
dc.description.versionpublished
dc.format.extent10
dc.format.extent608467
dc.identifier.doi10.1016/j.ijhm.2021.103073
dc.identifier.issn0278-4319
dc.identifier.otherPURE: 33908118
dc.identifier.otherPURE UUID: f87f2e85-9891-4dad-bbf5-0d51f800e93d
dc.identifier.otherScopus: 85114997442
dc.identifier.otherWOS: 000700578800007
dc.identifier.otherORCID: /0000-0003-4418-9450/work/152551782
dc.identifier.urihttp://hdl.handle.net/10362/125153
dc.identifier.urlhttps://www.scopus.com/pages/publications/85114997442
dc.identifier.urlhttps://www.webofscience.com/wos/woscc/full-record/WOS:000700578800007
dc.language.isoeng
dc.peerreviewedyes
dc.relationinfo:eu-repo/grantAgreement/FCT/3599-PPCDT/DSAIPA%2FDS%2F0113%2F2019/PT
dc.relationData Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal
dc.subjectCommunal norms
dc.subjectEmpathy
dc.subjectLoyalty
dc.subjectNorm violation
dc.subjectPerceived warmth
dc.subjectTourism, Leisure and Hospitality Management
dc.subjectStrategy and Management
dc.subjectSDG 8 - Decent Work and Economic Growth
dc.titleAn empathy lens into peer service providersen
dc.title.subtitlePersonal versus commercial hostsen
dc.typejournal article
degois.publication.firstPage1
degois.publication.lastPage10
degois.publication.titleInternational Journal of Hospitality Management
degois.publication.volume99
dspace.entity.typePublication
oaire.awardNumberDSAIPA/DS/0113/2019
oaire.awardTitleData Science and Over-Indebtedness: Use of Artificial Intelligence Algorithms in Credit Consumption and Indebtedness Conciliation in Portugal
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/3599-PPCDT/DSAIPA%2FDS%2F0113%2F2019/PT
oaire.fundingStream3599-PPCDT
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccess
relation.isProjectOfPublicatione750f897-cfb5-46b7-84ff-3b768eeb44f6
relation.isProjectOfPublication.latestForDiscoverye750f897-cfb5-46b7-84ff-3b768eeb44f6

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