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When empathy prevents negative reviewing behavior

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  • Pera, Rebecca
  • Viglia, Giampaolo
  • Grazzini, Laura
  • Dalli, Daniele

Abstract

Previous research has found that peer-to-peer platforms have overly positive reviews. Guided by Construal Level Theory, this research investigates the relationship between social distance, empathy, and tourists’ intention to leave negative online reviews. The first study is a qualitative analysis which compares peer-to-peer settings (i.e., Airbnb) to institutional ones (i.e., Booking.com), and explores whether social closeness hinders tourists’ willingness to provide negative online reviews to express their poor experiences. The second and third study are laboratory studies which show that the mechanism behind reviewing biases is the activation of empathy.

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  • Pera, Rebecca & Viglia, Giampaolo & Grazzini, Laura & Dalli, Daniele, 2019. "When empathy prevents negative reviewing behavior," Annals of Tourism Research, Elsevier, vol. 75(C), pages 265-278.
    • Handle: RePEc:eee:anture:v:75:y:2019:i:c:p:265-278
    DOI: 10.1016/j.annals.2019.01.005
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    4. Xiang, Diandian & Jiao, Guanzhe & Sun, Bin & Peng, Chenming & Ran, Yaxuan, 2022. "Prosumer-to-customer exchange in the sharing economy: Evidence from the P2P accommodation context," Journal of Business Research, Elsevier, vol. 145(C), pages 426-441.
    5. Meng-Xun Ho & Hideyoshi Yanagisawa, 2023. "Design for Well-Being and Sustainability: A Conceptual Framework of the Peer-to-Peer Sharing and Reuse Platform in the Circular Economy," Sustainability, MDPI, vol. 15(11), pages 1-17, May.
    6. Huang, Dan & Coghlan, Alexandra & Jin, Xin, 2020. "Understanding the drivers of Airbnb discontinuance," Annals of Tourism Research, Elsevier, vol. 80(C).
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    8. Bresciani, Stefano & Ferraris, Alberto & Santoro, Gabriele & Premazzi, Katia & Quaglia, Roberto & Yahiaoui, Dorra & Viglia, Giampaolo, 2021. "The seven lives of Airbnb. The role of accommodation types," Annals of Tourism Research, Elsevier, vol. 88(C).
    9. Yeon, Jihwan & Song, Hyoung Ju & Lee, Seoki, 2020. "Impact of short-term rental regulation on hotel industry: a difference-in-differences approach," Annals of Tourism Research, Elsevier, vol. 83(C).
    10. Dolnicar, Sara, 2019. "A review of research into paid online peer-to-peer accommodation," Annals of Tourism Research, Elsevier, vol. 75(C), pages 248-264.
    11. Viglia, Giampaolo & Dolnicar, Sara, 2020. "A review of experiments in tourism and hospitality," Annals of Tourism Research, Elsevier, vol. 80(C).
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    13. Narwal, Preeti & Rai, Shivam, 2022. "Individual differences and moral disengagement in Pay-What-You-Want pricing," Journal of Business Research, Elsevier, vol. 149(C), pages 528-547.
    14. Chen, Feier & Liu, Stephanie Q. & Mattila, Anna S., 2020. "Bragging and humblebragging in online reviews," Annals of Tourism Research, Elsevier, vol. 80(C).
    15. Adongo, Charles Atanga & Taale, Francis & Bukari, Shaibu & Suleman, Shafic & Amadu, Iddrisu, 2021. "Electricity theft whistleblowing feasibility in commercial accommodation facilities," Energy Policy, Elsevier, vol. 155(C).
    16. Gössling, Stefan & Larson, Mia & Pumputis, Aurimas, 2021. "Mutual surveillance on Airbnb," Annals of Tourism Research, Elsevier, vol. 91(C).
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    20. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
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