I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy
Bibliographic record
Abstract
Despite rapid growth of the sharing economy, little is known about consumers’ reactions when sharing services fail. Drawing on attribution theory, in three studies we show that consumers forgive such service failures varyingly, depending on the controllability and the locus of attribution of the failures. Specifically, when a failure has low controllability, consumers are more forgiving when it is attributed to an individual service provider than when it is attributed to a service enabling organization. Empathy toward the service provider explains the increased forgiveness. However, no difference in forgiveness is observed in the case of highly controllable failures, irrespective of the source of attribution. Furthermore, the effect of two recovery strategies – compensation and apology – also varies depending on these conditions. Theoretical and managerial implications are discussed.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.007 | 0.021 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.002 | 0.002 |
| Science and technology studies | 0.004 | 0.009 |
| Scholarly communication | 0.004 | 0.008 |
| Open science | 0.001 | 0.005 |
| Research integrity | 0.002 | 0.003 |
| Insufficient payload (model declined to judge) | 0.004 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".