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Aurimas Pumputis.

Aurimas Pumputis

Doctoral student

Aurimas Pumputis.

Complexities of trust building through sociomaterial arrangements of peer-to-peer platforms

Author

  • Aurimas Pumputis

Summary, in English

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.

Department/s

  • Department of Service Studies

Publishing year

2023

Language

English

Publication/Series

Current Issues in Tourism

Document type

Journal article

Publisher

Taylor & Francis

Topic

  • Business Administration

Keywords

  • Airbnb
  • distrust
  • online evaluations
  • sociomateriality
  • Trust

Status

Inpress

Project

  • Service Studies Tourism

ISBN/ISSN/Other

  • ISSN: 1368-3500