Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb
Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb
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DOI：
10.1016/j.ijhm.2017.10.015
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发表时间：
2018-01-01
影响因子：
11.7
通讯作者：
Joppe, Marion
中科院分区：
文献类型：
--
作者：
Liang, Lena Jingen;Choi, Hwansuk Chris;Joppe, Marion
本文以Airbnb为研究对象，探讨了满意度、信任度与转换意向和重购意向之间的关系。提出了信任、满意度、重购意愿和转换意愿之间关系的理论框架。区分了基于交易的满意度和基于体验的满意度，而信任则分为基于制度的信任（对Airbnb的信任）和倾向于信任（对房东的信任）。该模型进行了测试，在北美收集的经验数据。结果表明，交易为基础的满意度是一个相关的，但不同的结构，从经验为基础的满意度。交易型满意度对体验型满意度有显著影响。信任是交易满意度与重购意愿之间的中介变量。然而，对Airbnb的信任并没有影响对房东的信任。这意味着，行业专业人士不应该忽视交易满意度，因为它对经验满意度，信任和再购买意愿有显着的影响。
This article explores the relationships between satisfaction, trust and switching intention as well as repurchase intention in the Airbnb context. A theoretical framework is proposed regarding the relationship between trust, satisfaction, repurchase intention and switching intention. A distinction is made between transaction-based satisfaction and experience-based satisfaction, while trust is separated into institution-based trust (trust in Airbnb) and disposition to trust (trust in hosts). The model was tested with empirical data collected in North America. Results show that transaction-based satisfaction is a related but distinct construct from experience based satisfaction. There was a significant effect of transaction-based satisfaction on experience-based satisfaction. Trust was determined to be the mediator between transaction-based satisfaction and repurchase intention. However, trust in Airbnb did not statistically influence trust in hosts. The implication is that industry professionals should not neglect transaction-based satisfaction as it has significant effects on experience-based satisfaction, trust and repurchase intention.