id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
ertr-539	Chen, Yujia; Tussyadiah, Iis; Liu, Anyu	Will Guests Use Peer-to-Peer Accommodation Again after a Service Failure?	2019	11	.pdf	application/pdf	3113	159	38	One of the most popular classifications of service failure is proposed by Bitner, Booms, and Tetreault (1990), suggesting that most of service failures result from frontline employees responding poorly towards core service, customers’ needs and requests, and due to their unprompted and unsolicited action. The preliminary results, which is based on an online survey with 107 respondents, revealed that the three different dimensions of service failure did not yield significant differences in satisfaction and repurchase intention.	cache/ertr-539.pdf	txt/ertr-539.txt