Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet

Standard

Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network. / Abramova, Olga; Shavanova, Tetiana; Fuhrer, Andrea et al.
ECIS 2015 Completed Research Papers. Atlanta: AIS eLibrary, 2015.

Publikation: Beiträge in SammelwerkenAufsätze in KonferenzbändenForschungbegutachtet

Harvard

Abramova, O, Shavanova, T, Fuhrer, A, Krasnova, H & Buxmann, P 2015, Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network. in ECIS 2015 Completed Research Papers. AIS eLibrary, Atlanta, 23rd European Conference on Information Systems - ECIS 2015, Münster, Deutschland, 26.05.15. https://doi.org/10.18151/7217256

APA

Abramova, O., Shavanova, T., Fuhrer, A., Krasnova, H., & Buxmann, P. (2015). Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network. In ECIS 2015 Completed Research Papers AIS eLibrary. https://doi.org/10.18151/7217256

Vancouver

Abramova O, Shavanova T, Fuhrer A, Krasnova H, Buxmann P. Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network. in ECIS 2015 Completed Research Papers. Atlanta: AIS eLibrary. 2015 doi: 10.18151/7217256

Bibtex

@inbook{29541137950148619346aee255f498a8,
title = "Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network",
abstract = "Recognizing the potentially ruinous effect of negative reviews on the reputation of the hosts as well as a subjective nature of the travel experience judgements, peer-to-peer accommodation sharing platforms, like Airbnb, have readily embraced the “response” option, empowering hosts with the voice to challenge, deny or at least apologize for the subject of critique. However, the effects of different response strategies on trusting beliefs towards the host remain unclear. To fill this gap, this study focuses on understanding the impact of different response strategies and review negativity on trusting beliefs towards the host in peer-to-peer accommodation sharing setting utilizing experimental methods. Examination of two different contexts, varying in the controllability of the subject of complaint, reveals that when the subject of complaint is controllable by a host, such strategies as confession / apology and denial can improve trusting beliefs towards the host. However, when the subject of criticism is beyond the control of the host, denial of the issue does not yield guest{\textquoteright}s confidence in the host, whereas confession and excuse have positive influence on trusting beliefs.",
keywords = "Business informatics, Airbnb, Negative Reviews, Online Reviews, Response, Sharing economy, Informatics",
author = "Olga Abramova and Tetiana Shavanova and Andrea Fuhrer and Hanna Krasnova and Peter Buxmann",
note = "Paper 39; 23rd European Conference on Information Systems - ECIS 2015, ECIS conference 2015 ; Conference date: 26-05-2015 Through 29-05-2015",
year = "2015",
doi = "10.18151/7217256",
language = "English",
booktitle = "ECIS 2015 Completed Research Papers",
publisher = "AIS eLibrary",
address = "United States",
url = "https://www.ercis.org/, http://www.ecis2015.eu/",

}

RIS

TY - CHAP

T1 - Understanding the Sharing Economy

T2 - 23rd European Conference on Information Systems - ECIS 2015

AU - Abramova, Olga

AU - Shavanova, Tetiana

AU - Fuhrer, Andrea

AU - Krasnova, Hanna

AU - Buxmann, Peter

N1 - Conference code: 23

PY - 2015

Y1 - 2015

N2 - Recognizing the potentially ruinous effect of negative reviews on the reputation of the hosts as well as a subjective nature of the travel experience judgements, peer-to-peer accommodation sharing platforms, like Airbnb, have readily embraced the “response” option, empowering hosts with the voice to challenge, deny or at least apologize for the subject of critique. However, the effects of different response strategies on trusting beliefs towards the host remain unclear. To fill this gap, this study focuses on understanding the impact of different response strategies and review negativity on trusting beliefs towards the host in peer-to-peer accommodation sharing setting utilizing experimental methods. Examination of two different contexts, varying in the controllability of the subject of complaint, reveals that when the subject of complaint is controllable by a host, such strategies as confession / apology and denial can improve trusting beliefs towards the host. However, when the subject of criticism is beyond the control of the host, denial of the issue does not yield guest’s confidence in the host, whereas confession and excuse have positive influence on trusting beliefs.

AB - Recognizing the potentially ruinous effect of negative reviews on the reputation of the hosts as well as a subjective nature of the travel experience judgements, peer-to-peer accommodation sharing platforms, like Airbnb, have readily embraced the “response” option, empowering hosts with the voice to challenge, deny or at least apologize for the subject of critique. However, the effects of different response strategies on trusting beliefs towards the host remain unclear. To fill this gap, this study focuses on understanding the impact of different response strategies and review negativity on trusting beliefs towards the host in peer-to-peer accommodation sharing setting utilizing experimental methods. Examination of two different contexts, varying in the controllability of the subject of complaint, reveals that when the subject of complaint is controllable by a host, such strategies as confession / apology and denial can improve trusting beliefs towards the host. However, when the subject of criticism is beyond the control of the host, denial of the issue does not yield guest’s confidence in the host, whereas confession and excuse have positive influence on trusting beliefs.

KW - Business informatics

KW - Airbnb

KW - Negative Reviews

KW - Online Reviews

KW - Response

KW - Sharing economy

KW - Informatics

UR - https://aisel.aisnet.org/ecis2015_cr/1/

UR - http://www.scopus.com/inward/record.url?scp=85007451731&partnerID=8YFLogxK

U2 - 10.18151/7217256

DO - 10.18151/7217256

M3 - Article in conference proceedings

BT - ECIS 2015 Completed Research Papers

PB - AIS eLibrary

CY - Atlanta

Y2 - 26 May 2015 through 29 May 2015

ER -

DOI