Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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ECIS 2015 Completed Research Papers. Atlanta: AIS eLibrary, 2015.
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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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 -