Building trust through a personal touch: Consumer response to service failure and recovery of home-sharing

This research examines how host’s interaction styles can shape consumer outcomes (e.g., satisfaction and switching intentions) after experiencing service failure in home-sharing via the intervening role of trust. Drawing on findings from two experimental studies, the results consistently suggest that adopting a personal (vs. professional) style in the initial host–guest interaction yields higher trust in the host (Study 1a, 2a). When service...