IDEAS home Printed from https://ideas.repec.org/a/taf/oabmxx/v10y2023i3p2275848.html
   My bibliography  Save this article

The effect of attributions and failure severity on consumer complain behaviors in sharing economy

Author

Listed:
  • Regina Deka Sofia
  • Adi Zakaria Afiff
  • Daniel Tumpal Hamonangan Aruan

Abstract

Sharing economy has become a prominent business model that has been discussed in many previous studies, yet its consumer complaint behavior has not been sufficiently explored. Consumers’ tolerance and overly positive review toward Partners have dominated studies in post-failure evaluation and behavior. This study was conducted to examine the effects of failure attributions, i.e. locus of causality and controllability, and severity of failure on consumers’ direct and indirect complaint behavior, i.e. rating and negative word of mouth. Data were collected through a laboratory experiment with 280 participants in Indonesia. Findings revealed that at all levels of controllability and severity of failure, consumers’ intentions to give low rates were higher when failures were attributed to Platforms, while there were no differences related to intentions to engage in negative word of mouth. Results also showed the interaction of attribution of controllability and severity of failure toward consumers’ intention to give Partners low rates. These results contributed to research related to consumer complaint behavior in sharing economy, particularly negative word of mouth that still needed to be discussed adequately.

Suggested Citation

  • Regina Deka Sofia & Adi Zakaria Afiff & Daniel Tumpal Hamonangan Aruan, 2023. "The effect of attributions and failure severity on consumer complain behaviors in sharing economy," Cogent Business & Management, Taylor & Francis Journals, vol. 10(3), pages 2275848-227, December.
  • Handle: RePEc:taf:oabmxx:v:10:y:2023:i:3:p:2275848
    DOI: 10.1080/23311975.2023.2275848
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23311975.2023.2275848
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/23311975.2023.2275848?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:oabmxx:v:10:y:2023:i:3:p:2275848. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://cogentoa.tandfonline.com/OABM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.