THE NEW GO-BETWEEN SERVICES: PEER-TO-PEER SHARING PLATFORMS IN HOSPITALITY SERVICES

Daisy Bertrand (1) , Pierre-Yves Léo (1) , Jean Philippe (1)

1 CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille

The Internet has brought to life a new kind of service firm that no longer delivers its own services but instead connects consumers to other individuals who can solve their problems. Little is known about the services actually delivered by these sharing platform-firms and how they control the service quality delivered by private individuals. This paper presents results from a study of 47 peer-to-peer hospitality platforms operating in France.

Internet a permis l’émergence d’un nouveau type d’entreprises qui ne fournissent plus elles-mêmes les services qui leur sont demandés, mais connectent les consommateurs à des particuliers-fournisseurs afin qu’ils répondent à leurs besoins. Cette étude menée sur 47 plateformes d’hébergement collaboratif actives en France, porte sur les services réellement fournis par ces plateformes et la manière dont elles parviennent à maîtriser la qualité de service fournie par des particuliers.

Mots clés: services; hospitality; sharing economy; peer-to-peer; collaborative platforms; netnography

Mots clés: services; hébergement de tourisme; économie collaborative; pair-à-pair; plateformes collaboratives; netnographie

Domaines: Gestion et management

Daisy Bertrand, Pierre-Yves Léo, Jean Philippe. THE NEW GO-BETWEEN SERVICES: PEER-TO-PEER SHARING PLATFORMS IN HOSPITALITY SERVICES. European Review of Service Economics and Management, In press. ⟨hal-02299130⟩