Sharing is caring? The effect of negative peer-to-peer experiences on loyalty intentions in the sharing economy
研究发现共享经济中用户间的负面体验会降低对平台的忠诚意愿，通过削弱对用户的信任进而损害对平台的信任，且体验类型和过往满意度起调节作用。
• Negative peer-to-peer experiences lead to a decrease in loyalty intentions towards the sharing economy platform. • Two studies find a negative peers-to-platform trust transfer effect. • The type of experience (i.e., process-related vs. outcome-related) moderates the negative peers-to platform trust transfer effect. • Prior relationship satisfaction mitigates the negative consequences for the platform. Negative experiences with other users (i.e., negative peer-to-peer [P2P] experiences), are a highly prevalent problem of sharing economy business models with potentially negative consequences for the platform. This paper investigates the effect of negative P2P experiences on users’ platform loyalty intentions. Based on trust transfer theory, we test a moderated serial mediation suggesting that negative P2P experiences negatively affect platform loyalty intentions via a decrease in peer trust and a subsequent decrease in platform trust. The results of an online scenario-experiment (n = 265) and an online survey (n = 237) in the home-sharing context support this notion by showing a negative peers-to-platform trust transfer effect. In addition, we identified the type of negative experience (outcome-related vs. process-related) and prior relationship satisfaction as contingency factors. This paper draws platform providers’ attention to the potential threat stemming from negative experiences between users and provide advice on how to attenuate a negative spillover-effect on the platform.