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Perceiving Airbnb as sharing economy: the issue of trust in using Airbnb

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  • Voon Chin Phua

Abstract

Airbnb is a growing business and has received much research attention. However, no research has specifically examined complaints against Airbnb. Understanding complaints serves not as a way to help improve services but provides an insight into guests’ perception of the Airbnb. I examined 664 reviews on sitejabber.com to study the common complaints and whether they are related to the perception that Airbnb is sharing economy. Using a grounded theory approach, I performed a content analysis of complaints. Besides customer service and technology challenges, one major complaint against Airbnb is their faded trust through their experiences.

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  • Voon Chin Phua, 2019. "Perceiving Airbnb as sharing economy: the issue of trust in using Airbnb," Current Issues in Tourism, Taylor & Francis Journals, vol. 22(17), pages 2051-2055, October.
    • Handle: RePEc:taf:rcitxx:v:22:y:2019:i:17:p:2051-2055
    DOI: 10.1080/13683500.2018.1440539
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    Cited by:

    1. Kamble, Sachin & Rana, Nripendra P. & Gupta, Shivam & Belhadi, Amine & Sharma, Rohit & Kulkarni, Praveen, 2023. "An effectuation and causation perspective on the role of design thinking practices and digital capabilities in platform-based ventures," Technological Forecasting and Social Change, Elsevier, vol. 193(C).

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