An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust

Cheng, Xusen; Fu, Shixuan; Sun, Jianshan; Bilgihan, Anil; Okumuş, Fevzi

doi:10.1016/j.tourman.2018.10.020

Cited by 273 publications

(149 citation statements)

References 99 publications

Supporting

Mentioning

144

Contrasting

Unclassified

Order By: Relevance

“…Airbnb listings often entail entire houses (Ke 2017), which indicates that the object of the service provision is a very valuable asset. In addition, because hosts may not necessarily be present at the time of the guests' stay, there is a risk that those guests might damage the property or disturb neighbours (Cheng et al 2019). Hence, hosts' familiarity with and trust towards the sharing platform are of utmost importance.…”

Section: 1mentioning

confidence: 99%

What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

Wang

Asaad

Filieri

2019

Journal of Travel Research

150

121

View full text Add to dashboard Cite

Sharing economy platforms are growing at an unprecedented rate. Travel and tourism scholars have been focusing on customers’ sharing intention, yet the literature has largely overlooked what makes sharing service providers trust a sharing economy platform and decide to continue using it. Drawing on sociotechnical theory and the information systems success model, in conjunction with privacy concerns and economic value perspectives, this study develops an integrated model of antecedents and consequences of trust toward sharing economy platforms. Data from 606 Airbnb hosts were analyzed through structural equation modeling. Our research documents the importance of social antecedents (i.e., social value orientation and social utility), technical antecedents (i.e., system quality, service quality, and information quality), economic antecedents (i.e., monetary rewards) and privacy assurance antecedents (i.e., perceived effectiveness of privacy policy) in shaping hosts’ trust toward Airbnb, thereby enhancing their continuance intention with regard to using the platform.

show abstract

Section: 1mentioning

confidence: 99%

What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

Wang

Asaad

Filieri

2019

Journal of Travel Research

150

121

View full text Add to dashboard Cite

show abstract

“…Moreover, the impact of the sharing economy on tourism has come to recent attention largely because of the speed at which it is growing and recent valuations of companies such as Uber (Dredge and Gyim othy, 2015;Ert et al, 2016). As an emerging business model, the sharing economy is puzzling the landscape of tourism (Cheng et al, 2019). Moreover, the sharing economy can be closely linked to the concept of smart tourism that focuses on application of technology in the tourism industry (Li et al, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Sources of value co-destruction: Uber customer perspectives

Sthapit

Björk

2019

View full text Add to dashboard Cite

Purpose -This study aims to explore the antecedents that generate value co-destruction, the negative outcomes resulting from interactive value formation, in the sharing economy context, particularly taxi services. The focus of the study is on customers' Uber reviews that are written in English and posted online. Three keywords, ''bad'', ''terrible'' and ''awful'', were used to capture online narratives linked to customers' negative experiences with Uber. Out of the 758 online reviews, 75 negative reviews were analysed in this study. Design/methodology/approach -A grounded theory approach was used for data analysis. Findings -Two distinct themes resulted in value co-destruction: Uber drivers' bad behaviour and poor customer service. The managerial implications include that Uber clearly should invest more resources to minimise the negative experiences of its customers by clearly defining the taxi drivers' tasks and responsibilities. In addition, when customers report their dissatisfaction, they should be dealt with promptly and effectively through good customer service.Research limitations/implications -First, the netnography study, by its nature, was restricted to those customers who shared their reviews online. The study did not consider those customers who have not posted their reviews online. Second, the focus of the study was on customer reviews that were written in English. Third, only three keywords (''bad'', ''terrible'' and ''awful'') were used in the data selection process, limiting the number of review posts (75) that were analysed in this study. In addition, even if this study does not produce statistically generalizable findings, the findings are valuable in an analytical sense. Practical implications -From a managerial perspective, Uber clearly should invest more in resources to minimise the negative experiences of its customers (both domestic customers and tourists) by clearly defining the taxi drivers' tasks and responsibilities. If the drivers' tasks are unclear, then customers cannot be served in an effective manner and with consistent service quality. The taxi drivers, regardless of their full-time or part-time work shifts, should ensure that quality services are offered to customers. Providing high-quality service might reduce the number of complaints and result in positive comments and compliments. Originality/value -This study addresses the gap in previous literature by examining customers' negative experiences during the overall service encounter and antecedents of value co-destruction in the context of Uber. This study contributes to a better understanding of value co-destruction within the sharing economy.

show abstract

“…However, since participants in the sharing economy come from different class of society, identity information is unclear, transaction motivations are complicated, and transaction behaviors are unpredictable [29,39]. The ability of checking and ensuring information accuracy between providers and consumers is absent in the sharing economy [40,41]. This could cause the risk of leaking personal information and even lead to crime during the transaction process [39,42].…”

Section: Safety Riskmentioning

confidence: 99%

The Risk Reduction and Sustainable Development of Shared Transportation: The Chinese Online Car-hailing Policy Evaluation in the Digitalization Era

Gao

Chen

2019

Sustainability

View full text Add to dashboard Cite

Online car-hailing services (such as DiDi and Uber) are one of the typical sharing economy forms of transportation service in the digital era. Related public policies are expected to reduce the risk of online car-hailing and ensure the social sustainable development. However, the empirical evidence regarding the effect of relevant policy implementations is still scarce. This study takes an online car-hailing service in China as a research object to understand and evaluate the effect of implementing related policies. The risk related to an online car-hailing service is classified into three dimensions in this study, namely, institutional, economic and safety perspectives. The empirical results indicate that public policies have significant impacts on reducing conflicts and risk of shared transportation in China, especially the institutional risk. Furthermore, the effects of different policy factors differ for different risk types. Several insights of developing policies and regulations related to sustainable shared transportation in the digitalization era are also provided. The interaction between government authorities, private firms and citizens should be attached to great importance in policy design, which will consequently enhance the sustainable development in the transportation sector under sharing economy.

show abstract

An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust

Cited by 273 publications

References 99 publications

What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

What Makes Hosts Trust Airbnb? Antecedents of Hosts’ Trust toward Airbnb and Its Impact on Continuance Intention

Sources of value co-destruction: Uber customer perspectives

The Risk Reduction and Sustainable Development of Shared Transportation: The Chinese Online Car-hailing Policy Evaluation in the Digitalization Era

Contact Info

Product

Resources

About