Perceiving Airbnb as sharing economy: the issue of trust in using Airbnb

Voon Chin Phua

Current Issues in Tourism, 2019, vol. 22, issue 17, 2051-2055

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.

Date: 2019
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DOI: 10.1080/13683500.2018.1440539

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