Complexities of trust building through sociomaterial arrangements of peer-to-peer platforms
(2023) In Current Issues in Tourism- Abstract
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... (More)
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.
(Less)
- author
- Pumputis, Aurimas LU
- organization
- publishing date
- 2023
- type
- Contribution to journal
- publication status
- in press
- subject
- keywords
- Airbnb, distrust, online evaluations, sociomateriality, Trust
- in
- Current Issues in Tourism
- publisher
- Taylor & Francis
- external identifiers
-
- scopus:85159880007
- ISSN
- 1368-3500
- DOI
- 10.1080/13683500.2023.2214848
- project
- Service Studies Tourism
- language
- English
- LU publication?
- yes
- additional info
- ´
- id
- 1d0b03bc-e6e6-4faa-87de-bb3884d29608
- date added to LUP
- 2023-09-22 13:35:50
- date last changed
- 2023-11-21 22:32:42
@article{1d0b03bc-e6e6-4faa-87de-bb3884d29608,
abstract = {{<p>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.</p>}},
author = {{Pumputis, Aurimas}},
issn = {{1368-3500}},
keywords = {{Airbnb; distrust; online evaluations; sociomateriality; Trust}},
language = {{eng}},
publisher = {{Taylor & Francis}},
series = {{Current Issues in Tourism}},
title = {{Complexities of trust building through sociomaterial arrangements of peer-to-peer platforms}},
url = {{http://dx.doi.org/10.1080/13683500.2023.2214848}},
doi = {{10.1080/13683500.2023.2214848}},
year = {{2023}},
}