在线短租服务失误对用户投诉行为影响机理研究  

Research on the Influence Mechanism of Online Short-term Rental Service Failures on Users′Complaint Behaviors

作　　者：陆佳伟 任南[1] LU Jiawei;REN Nan(School of Economics and Management,Jiangsu University of Science and Technology,Zhenjiang Jiangsu 212000,China)

机构地区：[1]江苏科技大学经济管理学院,江苏镇江212000

出　　处：《江苏科技大学学报（社会科学版）》2023年第1期93-102,共10页Journal of Jiangsu University of Science and Technology(Social Science Edition)

基　　金：国家自然科学基金“企业信息技术双元能力构建过程中CIO-TMT知识交互的作用机理研究”(71971101);国家自然科学基金“基于制造企业信息系统使用多源数据的全景式决策价值发现方法研究”(71972090)。

摘　　要：在线短租服务失误识别对于处理用户投诉行为具有重要意义。以国内代表性在线短租平台Airbnb为研究对象,构建在线短租服务失误对用户投诉行为影响的模型。研究结果显示,在线短租服务失误可被归纳为六类:政策与信息失误、网站系统失误、安全与信任问题、核心服务递送失误、支付失误、顾客支援失误。在此基础上进一步识别服务失误对用户投诉行为的影响机理:在线短租服务失误对用户投诉行为产生显著影响;在线短租用户感知对用户投诉行为产生显著影响;用户感知在在线短租服务失误对用户投诉行为的影响起中介作用;用户心理预期在用户感知对用户投诉行为的影响中起调节作用。It is of great significance to identify the misidentification of online short-term rental service and the complaint behavior of users for maintaining the source of customers.This paper takes Airbnb,a representative online short-term rental platform in China as the research object,constructing a model of the impact of online short-term rental service errors on the complaints of users.This paper summarizes the online short-term rental service failures into six categories,including policy and information errors,website system failures,security and trust,core service delivery errors,payment errors,customer support errors.On this basis,the influence mechanism of service failures on user complaint behaviors is further identified:online short-term rental service failure has a significant impact on user complaint behaviors;online short-term rental user perception has a significant impact on user complaint behaviors;user perception plays an intermediary role in the impact of online short-term rental service failures on user complaint behaviors;user psychological expectation plays a regulatory role in user perception on user complaint behaviors.

关 键 词：在线短租 服务失误 投诉行为 

分 类 号：F724.6[经济管理—产业经济] F719.2