共享经济背景下的用户不当行为类型

IF 3.7 3区 管理学 Q2 BUSINESS
M. Golf-Papez, Barbara Culiberg
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引用次数: 0

摘要

目的本文旨在研究共享经济环境下用户不当行为的类型。由于潜在不当行为的范围和消费者角色的扩大,SE提供了一个富有成效的研究环境。设计/方法/方法这项研究利用了AirbnbHell.com网站上的在线档案数据,人们在网站上分享他们与Airbnb相关的负面经历。作者回顾了405位主人、客人和邻居的故事,并将已识别的不当行为形式分类。由此开发的类型在优步乘车服务的背景下得到了验证。FindingsSE上下文中的用户不当行为可以根据违反用户角色的领域和违反规范的性质来区分。这两个概念上的区别描述了用户不当行为的四种类型:非法、不专业、不得体和不文明行为。研究局限性/含义无法评估这些故事的可信度。实际含义所提出的类型学可以用作一种映射工具,有助于检测整个不当行为范围,也可以用作一个管理工具,为有效管理每一类不当行为提供思路。独创性/价值本文提出了第一个基于经验推导的SE环境中用户不当行为的综合类型。这种类型可以对一系列不当行为进行分类,包括同行服务提供商以前被忽视的不专业行为。该研究还提出了消费者不当行为的修订定义,包括不当行为对未直接参与SE中介交易的各方的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A typology of user misbehaviours in the sharing economy context
Purpose This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers. Design/methodology/approach The study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service. Findings User misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours. Research limitations/implications The trustworthiness of the stories could not be assessed. Practical implications The presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category. Originality/value The paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.
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来源期刊
CiteScore
6.90
自引率
13.60%
发文量
126
期刊介绍: The EJM is receptive to all areas of research which are relevant to marketing academic research, some examples are: ■Sustainability and ethical issues in marketing ■Consumer behaviour ■Advertising and branding issues ■Sales management and personal selling ■Methodology and metatheory of marketing research ■International and export marketing ■Services marketing ■New product development and innovation ■Retailing and distribution ■Macromarketing and societal issues ■Pricing and economic decision making in marketing ■Marketing models
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