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Customer Goodwill: How Perceived Competence and Rapport Influence eWOM’s Diagnosticity of Peer-to-Peer and Professional Access-Based Services

Research output: Chapter in Book/Report/Conference proceedingChapter

Christine Pitt, Theresa Eriksson, Kirk Anton Plangger

Original languageEnglish
Title of host publicationHandbook on the Sharing Economy
EditorsRussel Belk, Fleura Bardhi, Giana Eckhardt
PublisherEdward Elgar
Publication statusPublished - 1 Jul 2019


King's Authors


eWOM is often used by individuals to inform purchase decisions in the service industry. However, as the volume of eWOM increases, it is also becoming less diagnostic of the service experienced. This article explores the role of customers’ goodwill (i.e., forgiveness, sympathy, and trust) towards different types of access-based service providers. This goodwill can be highly developed despite low levels of perceived competence and a strong rapport with customers. Examples from both professional and peer-to-peer access-based service providers are considered across three industries. The article closes by posing several questions to direct future research and offers managerial perspectives for service providers to remain competitive.

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