Peer-to-Peer Accomodation Service Process: A Framework of Service Blueprint

Sharing economy is the result of technological developments that create an innovative new business model and create a revolution in how business entities interact. Peer-topeer accommodation (P2P) creates an online marketplace where peer providers and consumers meet each other’s needs and can exchange roles. Without ownership of assets, P2P accommodation becomes a strong competitor of hotels. This phenomenon creates opportunities for Indonesia in improving competitiveness among other ASEAN countries. This preliminary study becomes important and relevant to the phenomenon of sharing economy, considering that not much research discusses the uniqueness and dynamics of interactions that occurs in the perspective of service-dominant logic (SDL). This study uses the Soft System Methodology (SSM) approach, precisely the first stage which is defining an unstructured situation. Approaches of gathering data include using participant observation, online observation, and in-depth interview. Interactions between actors can be explored using a service blueprint framework. In the perspective of SDL, the ability to identify operant resources (people and process) is crucial for value co-creation.