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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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    5. 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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    9. 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).
    10. Scerri, Madalyn A. & Presbury, Rajka, 2020. "Airbnb Superhosts' talk in commercial homes," Annals of Tourism Research, Elsevier, vol. 80(C).
    11. Shuqair, Saleh & Pinto, Diego Costa & Mattila, Anna S., 2019. "Benefits of authenticity: Post-failure loyalty in the sharing economy," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
    12. 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.
    13. 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).
    14. 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.
    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. Lim, Weng Marc & Yap, Sheau-Fen & Makkar, Marian, 2021. "Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading?," Journal of Business Research, Elsevier, vol. 122(C), pages 534-566.
    17. G. Pino & M. Nieto Garcia & A. Peluso & G. Viglia & R. Filieri, 2023. "Understanding how virtuous lenders encourage support for peer-to-peer platforms’ prosocial initiatives," Post-Print hal-04248928, HAL.
    18. Huang, Dan & Coghlan, Alexandra & Jin, Xin, 2020. "Understanding the drivers of Airbnb discontinuance," Annals of Tourism Research, Elsevier, vol. 80(C).
    19. Chen, Feier & Liu, Stephanie Q. & Mattila, Anna S., 2020. "Bragging and humblebragging in online reviews," Annals of Tourism Research, Elsevier, vol. 80(C).
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    21. Hamilton, Kathy & Hewer, Paul & Tonner, Andrea, 2022. "Authoritative performances of care in home exchange," Annals of Tourism Research, Elsevier, vol. 97(C).

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