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Discussing the role of trust and distrust in sharing economy from consumer viewpoint: The case of Airbnb
continued use intention
|Issue Date: ||2019-08-07 16:07:27 (UTC+8)|
There were many researchers studied “trust” in the past, but “distrust” only started to be discussed in recent years. Yet, most studies were still focused on “trust”. Trust and distrust were believed to be the opposite ends in the same dimension, but recently trust and distrust were found out to be two different concepts which react in different parts of human brain that could coexist.
Trust issues were studied in years after the popularization of sharing economy, but there is not yet a clear understanding of distrust. With Airbnb for example, this research want to figure out whether the antecedent of the trust or distrust on sharing economy platform exist differently or not, also figuring out how they influence on relationship commitment and continued use intention.
In this study, we surveyed people who used Airbnb more than once, and collected a total of 502 questionnaires, including 456 valid questionnaires. The study found that some factors have a significant impact on customers’ trust in intermediary, including familiarity, information protection, ability, benevolence, integrity, and trust. The factors that have a significant impact on customers’ distrust in intermediary are information protection, ability and integrity. Through Two-Factor theory, we found out that the hygiene factors in this situation include information protection, integrity and ability. The motivations are familiarity, information protection, ability, kindness, integrity and trust.
In addition, the study found that customers' trust in intermediary will not affect continued use intention directly, it will affect it through relationship commitment. Yet, the customer's distrust in intermediary can directly affect continued use intention. It means that trust and distrust play different roles in the sharing economy.
|Reference: ||一、 中文部分|
1. 36Kr，Uber估值縮水至 620 億美元，但第一季虧損已減半，上網日期2019年1月22日。檢自：
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|Data Type: ||thesis|
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