Perceiving Airbnb as Sharing Economy: The Issue of Trust in Using Airbnb
Airbnb is a growing business and has received much research attention. However, no research has specifically examined complaints against Airbnb. Understanding complaints serves not as a way to help improve services but provides an insight into guests’ perception of the Airbnb. I examined 664 reviews on sitejabber.com to study the common complaints and whether they are related to the perception that Airbnb is sharing economy. Using a grounded theory approach, I performed a content analysis of complaints. Besides customer service and technology challenges, one major complaint against Airbnb is their faded trust through their experiences.
Phua, VoonChin. "Perceiving Airbnb as Sharing Economy: The Issue of Trust in Using Airbnb." Current Issues in Tourism (2018).
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This article was originally published on the publisher's website: https://www.tandfonline.com/doi/full/10.1080/13683500.2018.1440539