Aurimas Pumputis
Doktorand
Complexities of trust building through sociomaterial arrangements of peer-to-peer platforms
Författare
Summary, in English
Trading on peer-to-peer tourist accommodation platforms requires a sufficient level of trust between individual consumers and service providers. This is often achieved by using mutual consumer–provider evaluations, which are perceived as a trustworthy resource for information about upcoming stays. A variety of mechanisms and metrics are used to facilitate trust building on platforms; however, trust itself is being established by the platform’s users. This study investigates the case of Airbnb to show how arrangements of sociomaterial metrics and mechanisms are embedded in trust building. Findings from a virtual ethnographic study of the platform’s users show how trust building is performed through these arrangements. Based on organizational theories of trust and sociomateriality, the study suggests that establishing both attitudes of trust and distrust on peer-to-peer platforms are equally important. When the sociomaterial arrangement fails, trust may deteriorate outside of the platform organization’s control.
Avdelning/ar
- Institutionen för tjänstevetenskap
Publiceringsår
2023
Språk
Engelska
Publikation/Tidskrift/Serie
Current Issues in Tourism
Dokumenttyp
Artikel i tidskrift
Förlag
Taylor & Francis
Ämne
- Business Administration
Nyckelord
- Airbnb
- distrust
- online evaluations
- sociomateriality
- Trust
Status
Inpress
Projekt
- Service Studies Tourism
ISBN/ISSN/Övrigt
- ISSN: 1368-3500