How perceived justice leads to stickiness to short-term rental platforms: Unveiling the effect of relationship commitment and trust

Abstract

The rise of the sharing economy has transformed traditional housing rental practices, with short-term rental (STR) emerging as a successful model in the accommodation sector. However, information asymmetry and trust issues pose significant challenges within STR platforms, emphasizing the importance of improving user stickiness. This study utilizes a two-stage, multi-method approach to validate the dimensions of perceived justice among guests in STR settings and their impact on user stickiness. The results demonstrate that guests’ perceptions of justice are primarily influenced by dimensions such as distributive, interpersonal, informational, and procedural justice, which in turn positively affect platform stickiness through the mediation of trust and relationship commitment. These findings offer valuable insights for addressing justice concerns and enhancing user stickiness in the STR landscape.