University of Twente Student Theses


The role of customer attributions in providing feedback to online platforms

Jaeger, Maria (2018) The role of customer attributions in providing feedback to online platforms.

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Abstract:Airbnb, which is serving as a platform for hosts that are willing to rent their property and guests that need an accommodation, is a newly emerged business model. Compared to traditional firms, the platforms rely on feedback from customers to a much higher extent, enabling Airbnb to keep an overview of the quality of the stay and the host. The goal of this research was to find out more about what motivates customers to provide feedback and what prevents them to do so? While the attribution of the request for feedback due to quality improvement or creating trust were not significant, the hypothesis of the provision of feedback being negatively related to the perception of the request for feedback due to control and exploitation of workers if the service value of the worker is high was accepted. This outcome implies that customers value the personal contact with the hosts to a high extent and are not willing to provide feedback as much as they would otherwise, if they perceive the feedback request being in place in order to control and exploit employees. It was also detected that the age of the respondents had a significant impact on both, the feedback provision and the perception of the independent variables.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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