Understanding the Sharing Economy: The Role of Response to Negative Reviews in the Peer-to-peer Accommodation Sharing Network

Olga Abramova, Tetiana Shavanova, Andrea Fuhrer, Hanna Krasnova & Peter Buxmann
Recognizing the potentially ruinous effect of negative reviews on the reputation of the hosts as well as a subjective nature of the travel experience judgements, peer-to-peer accommodation sharing platforms, like Airbnb, have readily embraced the “response” option, empowering hosts with the voice to challenge, deny or at least apologize for the subject of critique. However, the effects of different response strategies on trusting beliefs towards the host remain unclear. To fill this gap, this study...
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