Managing service providers in the sharing economy: Insights from Airbnb’s host management
dc.contributor.author
von Richthofen, Georg
dc.contributor.author
von Wangenheim, Florian
dc.date.accessioned
2022-01-13T08:39:26Z
dc.date.available
2022-01-13T08:39:26Z
dc.date.issued
2021-09
dc.identifier.issn
0148-2963
dc.identifier.issn
1873-7978
dc.identifier.other
10.1016/j.jbusres.2021.06.049
en_US
dc.identifier.uri
http://hdl.handle.net/20.500.11850/525155
dc.description.abstract
Platforms in the sharing economy match service providers and consumers. The service providers control most of the customer experience. Nevertheless, platforms have to provide a distinctive customer experience to differentiate their brands in the marketplace. This study examines the tactics platform leaders can use to align the services the providers offer with the desired customer experience. Our inductive qualitative analysis of Airbnb’s efforts to shape the Airbnb experience revealed nine tactics that are associated with three strategies, namely, orienting, enabling, and incentivizing and controlling. Our findings contribute to the literature on the management of service providers in the sharing economy. © 2021 Elsevier Inc.
en_US
dc.language.iso
en
en_US
dc.publisher
Elsevier
en_US
dc.subject
Sharing economy
en_US
dc.subject
Platform management
en_US
dc.subject
Host management
en_US
dc.subject
Algorithmic management
en_US
dc.subject
Platform culture
en_US
dc.subject
Airbnb
en_US
dc.title
Managing service providers in the sharing economy: Insights from Airbnb’s host management
en_US
dc.type
Journal Article
dc.date.published
2021-07-07
ethz.journal.title
Journal of Business Research
ethz.journal.volume
134
en_US
ethz.journal.abbreviated
J. bus. res
ethz.pages.start
765
en_US
ethz.pages.end
777
en_US
ethz.identifier.wos
ethz.publication.place
Amsterdam
en_US
ethz.publication.status
published
en_US
ethz.leitzahl
ETH Zürich::00002 - ETH Zürich::00012 - Lehre und Forschung::00007 - Departemente::02120 - Dep. Management, Technologie und Ökon. / Dep. of Management, Technology, and Ec.::03995 - von Wangenheim, Florian / von Wangenheim, Florian
en_US
ethz.leitzahl.certified
ETH Zürich::00002 - ETH Zürich::00012 - Lehre und Forschung::00007 - Departemente::02120 - Dep. Management, Technologie und Ökon. / Dep. of Management, Technology, and Ec.::03995 - von Wangenheim, Florian / von Wangenheim, Florian
en_US
ethz.date.deposited
2021-08-14T02:42:01Z
ethz.source
WOS
ethz.source
FORM
ethz.eth
yes
en_US
ethz.availability
Metadata only
en_US
ethz.rosetta.installDate
2022-01-13T08:39:34Z
ethz.rosetta.lastUpdated
2022-01-13T08:39:34Z
ethz.rosetta.versionExported
true
dc.identifier.olduri
http://hdl.handle.net/20.500.11850/500939
dc.identifier.olduri
http://hdl.handle.net/20.500.11850/524991
ethz.COinS
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Journal Article [131719]