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The triadic interaction relationship among online platform, service providers, and customers makes the situation more complicated after service failures occur, and the effectiveness of service recovery in this scenario deserves more attention. The impact mechanisms of service recovery in online travel platform systems were investigated from the perspectives of employee behavior and relationship quality through scenario experiments. The results show that the relationship quality between customers and service providers, and between customers and online platforms is positively affected by high warmth and low competence of service providers' employees. The relationship quality between customers and online platforms is positively affected by the relationship quality between customers and service providers. The customers' willingness to forgive the online platforms is positively affected by the relationship quality between customers and online platforms. The above findings are helpful to enrich the service recovery theory, explore the antecedents of customer forgiveness intention in the online platform ecosystem, and guide the improvement of the management of service providers and the maintenance of customer relationships on the tourism platform.
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| 科 Family | 属数 Number of genus | 种数 Number of species | 占总种数比例 Percentage of total species (%) | 属 Genus | 种数 Number of species | 占总种数比例 Percentage of total species (%) |
|---|---|---|---|---|---|---|
| 鹅膏菌科Amanitaceae | 2 | 11 | 5.26 | 鹅膏菌属 Amanita | 10 | 4.78 |
| 小菇科 Mycenaceae | 2 | 12 | 5.74 | 丝盖伞属 Inocybe | 5 | 2.39 |
| 多孔菌科 Polyporaceae | 8 | 14 | 6.70 | 蜡蘑属 Laccaria | 5 | 2.39 |
| 红菇科 Russulaceae | 3 | 23 | 11.00 | 小皮伞属 Marasmius | 6 | 2.87 |
| 小菇属 Mycena | 11 | 5.26 | ||||
| 光柄菇属 Pluteus | 5 | 2.39 | ||||
| 红菇属 Russula | 17 | 8.13 | ||||
| 栓菌属 Trametes | 5 | 2.39 |
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