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Managing service providers in the sharing economy: Insights from Airbnb’s host management

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  • von Richthofen, Georg
  • von Wangenheim, Florian

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.

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  • von Richthofen, Georg & von Wangenheim, Florian, 2021. "Managing service providers in the sharing economy: Insights from Airbnb’s host management," Journal of Business Research, Elsevier, vol. 134(C), pages 765-777.
    • Handle: RePEc:eee:jbrese:v:134:y:2021:i:c:p:765-777
    DOI: 10.1016/j.jbusres.2021.06.049
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    Cited by:

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    2. Pavel Pelech & Jaroslava Dědková, 2024. "The Stranger Factor: How Familiarity Influences Sharing Behaviour across Generations," Central European Business Review, Prague University of Economics and Business, vol. 2024(3), pages 49-73.
    3. Siebold, Nicole & Oelrich, Sebastian & Roche, Olivier P., 2023. "“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis," Journal of Business Research, Elsevier, vol. 160(C).
    4. Liu, He & Amit, Raphael & Qiao, Han & Wang, Shouyang, 2024. "Digital platform compatibility strategies in platform co-opetition," Journal of Business Research, Elsevier, vol. 174(C).
    5. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Mikalef, Patrick & Sarpong, David, 2023. "Coopetition in the platform economy from ethical and firm performance perspectives," Journal of Business Research, Elsevier, vol. 157(C).
    6. Akbari, Morteza & Foroudi, Pantea & Khodayari, Maryam & Zaman Fashami, Rahime & Shahabaldini parizi, Zahra & Shahriari, Elmira, 2022. "Sharing Your Assets: A Holistic Review of Sharing Economy," Journal of Business Research, Elsevier, vol. 140(C), pages 604-625.

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