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Sharing Economy Services – Analysis of Customers’ Motives and Concerns
Kristianstad University, Faculty of Business.
Kristianstad University, Faculty of Business.
2019 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Sharing economy services have grown significantly in the last decade. Thereby, P2P accommodation sharing services represent one of the largest sectors and play a crucial role in the tourism industry. The purpose of this paper is to explain the relationship between motives as well as concerns and the customer satisfaction of users in accommodation sharing services. Furthermore, it is investigated if the generation is affecting this relationship. In order to answer the research questions a quantitative method was used. A survey was carried out, which delivered 157 valid responses from existing users of accommodation sharing services. The findings of this research support the positive impact of the motives and the negative impact of the concerns on customer satisfaction. However, no effect of generation on the relationship could be found, whereas there is an indication that nationality might be an influencing factor. Since only the motives and concerns of existing users are studied, the sample is limited to a small share of the whole population, which has already used accommodation sharing services. The paper tests empirically the concept of generation and its impact on the relationship between the motives as well as concerns and the customer satisfaction in the setting of accommodation sharing services. This study shows that it is important for P2P accommodation sharing platform providers and hosts of P2P accommodations to deal with the concerns of the customers as well as to address aspects of the motives in their marketing campaigns to increase the customer satisfaction.

Place, publisher, year, edition, pages
2019. , p. 73
Keywords [en]
sharing economy services, accommodation sharing, motives, concerns, customer satisfaction, generation, peer-to-peer (P2P)
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:hkr:diva-19623OAI: oai:DiVA.org:hkr-19623DiVA, id: diva2:1335276
Educational program
MSc in Business Administration specialising in International Business and Marketing
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2019-07-05 Created: 2019-07-04 Last updated: 2019-07-05Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf