Title

Perceiving Airbnb as Sharing Economy: The Issue of Trust in Using Airbnb

Document Type

Article

Publication Date

2-19-2018

Department 1

Sociology

Abstract

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.

DOI

10.1080/13683500.2018.1440539

Required Publisher's Statement

This article was originally published on the publisher's website: https://www.tandfonline.com/doi/full/10.1080/13683500.2018.1440539

This item is not available in The Cupola.

Share

COinS