Mody, Makarand Amrish; Lu, Lu; Hanks, Lydia - In: International Journal of Contemporary Hospitality Management 32 (2020) 9, pp. 2991-3014
Purpose: This paper aims to use equity theory to develop and test a model of the dynamics of service recovery in the homesharing context. Design/methodology/approach: Using a sample of those who have experienced a service failure with a homesharing company and have voiced complaints to the...