---
_id: '53200'
abstract:
- lang: eng
  text: Customer misbehavior poses a major risk in the sharing economy. For example,
    property damage to shared accommodations imposes burdens on both sharing platforms
    and hosts, especially if misbehaving guests purposefully, not coincidentally conceal,
    or fail to report damages. Such misbehavior might be facilitated by remote listing
    management and the lack of face-to-face interactions between hosts and guests.
    Therefore, this study investigated the effects of host–guest interaction modes
    (face-to-face, online-only) and frequency on guests’ misbehavior concealment intentions.
    Social identification and irritation emerged as bright- and dark side mediators,
    respectively. Guests who interacted face-to-face (vs. online-only) with hosts
    exhibited weaker intentions to conceal their misbehavior due to increased social
    identification. Platforms can elicit social identification by engaging guests
    in virtual communities. However, when face-to-face interactions become excessive,
    guests experience irritation and are more likely to conceal their misbehavior.
    These insights offer practical implications for both peer-to-peer sharing platforms
    and hosts.
article_number: '114582'
article_type: original
author:
- first_name: Edna
  full_name: Ozuna, Edna
  id: '103813'
  last_name: Ozuna
- first_name: Lena
  full_name: Steinhoff, Lena
  id: '4336'
  last_name: Steinhoff
citation:
  ama: 'Ozuna E, Steinhoff L. “Look me in the eye, customer”: How do face-to-face
    interactions in peer-to-peer sharing economy services affect customers’ misbehavior
    concealment intentions? <i>Journal of Business Research</i>. 2024;177. doi:<a
    href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>'
  apa: 'Ozuna, E., &#38; Steinhoff, L. (2024). “Look me in the eye, customer”: How
    do face-to-face interactions in peer-to-peer sharing economy services affect customers’
    misbehavior concealment intentions? <i>Journal of Business Research</i>, <i>177</i>,
    Article 114582. <a href="https://doi.org/10.1016/j.jbusres.2024.114582">https://doi.org/10.1016/j.jbusres.2024.114582</a>'
  bibtex: '@article{Ozuna_Steinhoff_2024, title={“Look me in the eye, customer”: How
    do face-to-face interactions in peer-to-peer sharing economy services affect customers’
    misbehavior concealment intentions?}, volume={177}, DOI={<a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>},
    number={114582}, journal={Journal of Business Research}, publisher={Elsevier BV},
    author={Ozuna, Edna and Steinhoff, Lena}, year={2024} }'
  chicago: 'Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How
    Do Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’
    Misbehavior Concealment Intentions?” <i>Journal of Business Research</i> 177 (2024).
    <a href="https://doi.org/10.1016/j.jbusres.2024.114582">https://doi.org/10.1016/j.jbusres.2024.114582</a>.'
  ieee: 'E. Ozuna and L. Steinhoff, “‘Look me in the eye, customer’: How do face-to-face
    interactions in peer-to-peer sharing economy services affect customers’ misbehavior
    concealment intentions?,” <i>Journal of Business Research</i>, vol. 177, Art.
    no. 114582, 2024, doi: <a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>.'
  mla: 'Ozuna, Edna, and Lena Steinhoff. “‘Look Me in the Eye, Customer’: How Do Face-to-Face
    Interactions in Peer-to-Peer Sharing Economy Services Affect Customers’ Misbehavior
    Concealment Intentions?” <i>Journal of Business Research</i>, vol. 177, 114582,
    Elsevier BV, 2024, doi:<a href="https://doi.org/10.1016/j.jbusres.2024.114582">10.1016/j.jbusres.2024.114582</a>.'
  short: E. Ozuna, L. Steinhoff, Journal of Business Research 177 (2024).
date_created: 2024-04-04T08:16:27Z
date_updated: 2024-04-24T11:17:09Z
doi: 10.1016/j.jbusres.2024.114582
intvolume: '       177'
keyword:
- Sharing economy
- Customer misbehavior
- Peer-to-peer services
- Face-to-face interactions
- Experimental research
language:
- iso: eng
publication: Journal of Business Research
publication_identifier:
  issn:
  - 0148-2963
publication_status: published
publisher: Elsevier BV
status: public
title: '“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer
  sharing economy services affect customers’ misbehavior concealment intentions?'
type: journal_article
user_id: '103813'
volume: 177
year: '2024'
...