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Suppliers’ loyalty to their sharing platform: The influence of multiple roles

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  • Rossmannek, Oliver
  • David, Natalie
  • Schramm-Klein, Hanna

Abstract

For sharing platforms, such as Airbnb and Didi, the loyalty of suppliers (e.g., hosts and drivers) is a key success factor. We analyze the antecedents of supplier loyalty in two steps. In the first step, we formulate a baseline model that includes important antecedents of loyalty. In the second step, we explore how the antecedents of loyalty change if suppliers (a) are also customers of the focal platform or if they (b) use competing platforms (i.e., multihoming). Accordingly, we use a sample of 1,445 hosts who work with a European home-sharing platform. Our findings have several implications. First, sharing platforms should consider supplier segmentation. Second, encouraging suppliers to become customers might have several advantages for platforms. Third, it can be beneficial for a platform to focus on providing either high-quality administrative services to suppliers that prefer singlehoming or a no-frills platform to suppliers who prefer multihoming.

Suggested Citation

  • Rossmannek, Oliver & David, Natalie & Schramm-Klein, Hanna, 2022. "Suppliers’ loyalty to their sharing platform: The influence of multiple roles," Journal of Business Research, Elsevier, vol. 143(C), pages 272-281.
    • Handle: RePEc:eee:jbrese:v:143:y:2022:i:c:p:272-281
    DOI: 10.1016/j.jbusres.2022.01.072
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    References listed on IDEAS

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    Cited by:

    1. 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.
    2. Fan, Mengli & Xing, Wei & Huang, Yi, 2023. "Joint forward contract negotiation: The role of B2B procurement platforms," Journal of Business Research, Elsevier, vol. 167(C).
    3. Rossmannek, Oliver & David, Natalie A. & Schramm-Klein, Hanna & van der Borgh, Michel, 2024. "Customer misbehavior and service providers’ risk perception in the sharing economy," Journal of Business Research, Elsevier, vol. 170(C).

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