[{"issue":"1","publication_identifier":{"issn":["2511-8676"]},"publication_status":"published","page":"2-18","intvolume":"         9","citation":{"mla":"Kring-Ozuna, Edna. “First Impressions Matter: Shaping the Servicescape to Address Anonymity and Trust in Peer-to-Peer Sharing Economy Services.” <i>Journal of Service Management Research</i>, vol. 9, no. 1, Nomos Verlag, 2025, pp. 2–18, doi:<a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">10.5771/2511-8676-2025-1-2</a>.","bibtex":"@article{Kring-Ozuna_2025, title={First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services}, volume={9}, DOI={<a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">10.5771/2511-8676-2025-1-2</a>}, number={1}, journal={Journal of Service Management Research}, publisher={Nomos Verlag}, author={Kring-Ozuna, Edna}, year={2025}, pages={2–18} }","short":"E. Kring-Ozuna, Journal of Service Management Research 9 (2025) 2–18.","apa":"Kring-Ozuna, E. (2025). First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services. <i>Journal of Service Management Research</i>, <i>9</i>(1), 2–18. <a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">https://doi.org/10.5771/2511-8676-2025-1-2</a>","chicago":"Kring-Ozuna, Edna. “First Impressions Matter: Shaping the Servicescape to Address Anonymity and Trust in Peer-to-Peer Sharing Economy Services.” <i>Journal of Service Management Research</i> 9, no. 1 (2025): 2–18. <a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">https://doi.org/10.5771/2511-8676-2025-1-2</a>.","ieee":"E. Kring-Ozuna, “First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services,” <i>Journal of Service Management Research</i>, vol. 9, no. 1, pp. 2–18, 2025, doi: <a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">10.5771/2511-8676-2025-1-2</a>.","ama":"Kring-Ozuna E. First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services. <i>Journal of Service Management Research</i>. 2025;9(1):2-18. doi:<a href=\"https://doi.org/10.5771/2511-8676-2025-1-2\">10.5771/2511-8676-2025-1-2</a>"},"year":"2025","volume":9,"date_created":"2026-04-01T07:16:15Z","author":[{"last_name":"Kring-Ozuna","id":"103813","full_name":"Kring-Ozuna, Edna","first_name":"Edna"}],"publisher":"Nomos Verlag","date_updated":"2026-04-07T12:43:01Z","doi":"10.5771/2511-8676-2025-1-2","title":"First impressions matter: Shaping the servicescape to address anonymity and trust in peer-to-peer sharing economy services","publication":"Journal of Service Management Research","type":"journal_article","status":"public","abstract":[{"text":"The increasing number of multi-unit hosts in peer-to-peer platforms such as Airbnb poses a significant challenge to single-unit hosts, who compete in a highly professionalized market where host-guest interactions have become increasingly anonymous. However, anonymity may undermine trust and affect eWOM, crucial elements for the performance of peer-to-peer platforms, as they heavily rely on mutual trust and positive eWOM to succeed. This study investigated the effects of the presence of hosts’ personal decorations and a local welcome gift on eWOM. Perceived anonymity and trust emerge as mediating mechanisms, such that the presence of personal decorations reduced the guest’s perception of anonymity towards the host, which subsequently increased guest’s trust and their intention to spread positive eWOM. The local welcome gift did not show any significant effects. These insights contribute to servicescape research and offer practical implications for single-unit hosts to differentiate their service experience from that of professional hosts.","lang":"eng"}],"user_id":"103813","_id":"65268","language":[{"iso":"eng"}]},{"type":"journal_article","status":"public","_id":"53200","user_id":"103813","article_type":"original","article_number":"114582","publication_status":"published","publication_identifier":{"issn":["0148-2963"]},"citation":{"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>.","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>.","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>","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).","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} }"},"intvolume":"       177","date_updated":"2024-04-24T11:17:09Z","author":[{"last_name":"Ozuna","id":"103813","full_name":"Ozuna, Edna","first_name":"Edna"},{"full_name":"Steinhoff, Lena","id":"4336","last_name":"Steinhoff","first_name":"Lena"}],"volume":177,"doi":"10.1016/j.jbusres.2024.114582","publication":"Journal of Business Research","abstract":[{"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.","lang":"eng"}],"keyword":["Sharing economy","Customer misbehavior","Peer-to-peer services","Face-to-face interactions","Experimental research"],"language":[{"iso":"eng"}],"year":"2024","publisher":"Elsevier BV","date_created":"2024-04-04T08:16:27Z","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?"},{"_id":"50979","user_id":"102525","department":[{"_id":"733"}],"language":[{"iso":"eng"}],"type":"conference","status":"public","publisher":"Proceedings of the 52nd European Marketing Academy Conference (EMAC)","date_updated":"2026-01-13T09:41:36Z","date_created":"2024-01-29T13:15:17Z","author":[{"last_name":"Ozuna","id":"103813","full_name":"Ozuna, Edna","first_name":"Edna"},{"first_name":"Lena","full_name":"Steinhoff, Lena","id":"4336","last_name":"Steinhoff"}],"title":"Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions","year":"2023","place":"Odense","citation":{"chicago":"Ozuna, Edna, and Lena Steinhoff. “Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions.” Odense: Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.","ieee":"E. Ozuna and L. Steinhoff, “Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions,” 2023.","ama":"Ozuna E, Steinhoff L. Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions. In: Proceedings of the 52nd European Marketing Academy Conference (EMAC); 2023.","apa":"Ozuna, E., &#38; Steinhoff, L. (2023). <i>Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions</i>.","mla":"Ozuna, Edna, and Lena Steinhoff. <i>Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions</i>. Proceedings of the 52nd European Marketing Academy Conference (EMAC), 2023.","bibtex":"@inproceedings{Ozuna_Steinhoff_2023, place={Odense}, title={Customer Misbehavior in the Peer-to-Peer Sharing Economy: The Mixed Role of Face-to-Face Interactions}, publisher={Proceedings of the 52nd European Marketing Academy Conference (EMAC)}, author={Ozuna, Edna and Steinhoff, Lena}, year={2023} }","short":"E. Ozuna, L. Steinhoff, in: Proceedings of the 52nd European Marketing Academy Conference (EMAC), Odense, 2023."}},{"_id":"50977","user_id":"102525","department":[{"_id":"733"}],"language":[{"iso":"eng"}],"type":"conference","status":"public","publisher":"2023 AMA Winter Academic Conference Proceedings","date_updated":"2026-01-13T09:42:49Z","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"}],"date_created":"2024-01-29T13:11:55Z","title":"Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?","place":"Nashville","year":"2023","citation":{"short":"E. Ozuna, L. Steinhoff, in: 2023 AMA Winter Academic Conference Proceedings, Nashville, 2023.","mla":"Ozuna, Edna, and Lena Steinhoff. <i>Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?</i> 2023 AMA Winter Academic Conference Proceedings, 2023.","bibtex":"@inproceedings{Ozuna_Steinhoff_2023, place={Nashville}, title={Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?}, publisher={2023 AMA Winter Academic Conference Proceedings}, author={Ozuna, Edna and Steinhoff, Lena}, year={2023} }","apa":"Ozuna, E., &#38; Steinhoff, L. (2023). <i>Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?</i>","ama":"Ozuna E, Steinhoff L. Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior? In: 2023 AMA Winter Academic Conference Proceedings; 2023.","chicago":"Ozuna, Edna, and Lena Steinhoff. “Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?” Nashville: 2023 AMA Winter Academic Conference Proceedings, 2023.","ieee":"E. Ozuna and L. Steinhoff, “Face-to-Face Interactions in Peer-to-Peer Sharing Economy Services: An Effective Barrier to Customer Misbehavior?,” 2023."}}]