The sharing economy has disrupted the retailing industry by increasing competition as an
emerging platform of service innovation. Today's retailing is transforming to play a role in the …

Abstract Peer-to-peer (P2P) sharing services experience failures, caused by customers or
peer service providers (PSPs). When failures recur, PSPs' response to the first failure …

Sharing economy business models have gained in significance in many market categories,
yet research has only begun to illuminate how these firms differ from traditional business …

Purpose Service delays are of significant concern to both consumers and companies–
delays cost both groups billions of dollars and lead to consumer frustration and switching …

The current thesis contributes to service marketing and branding literature by investigating
the impact of service recovery (customer participation in service recovery and firm recovery) …