INFM612: Case Study 1 Name: Pujita Tipnis

UID: <deleted>

™

About AirbnbOnline marketplace for “people to list, discover, and book unique accommodations around the world” (as cited on airbnb.com’s About page)Founded in August 2008 by roomies Brian Chesky (CEO) and Joe Gebbia (CPO); later joined by Nathan Blecharczyk (CTO) as the third co-founderWorks on a marketplace platform model

The GoodAffordable (Sharing Economy)Remote / Exotic Location coverageAccess to International LocationsSocial Networking

The BadProperty may not be as described on websiteTheftEvictionVandalizing the property

The UglySafety of guest at riskMurder cases at Host’s propertyUsing Host’s property for seamy activitiesTax issues

Vandalizing Act at EJ’s Apartment (June 2011)

Avoid It -Provide Host GuaranteePerform Thorough Background CheckImplement Better Ways to gauge Trust & Safety (Reviews not enough)Provide Precautionary TipsAllow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc)Not pressurize Hosts with timely acceptance of requests

Handle It -Show sympathy and enthusiasmTake responsibility (especially financial)Communicate clearlyApologize promptly

Ways in which Airbnb could:

Key:Now ImplementedSuggestion

Jacob Lopez’s Horror Experience (July 2015)

Avoid It -Perform Thorough Background CheckImplement Better Ways to gauge Trust & Safety (Reviews not enough)Provide Precautionary TipsAllow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc)Implement an ‘SOS’ feature (as implemented by Ola Cabs)Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn)Train the Customer Support Staff better

Handle It -Be ProactiveShow sympathy and enthusiasmTake responsibility (especially financial)Communicate clearly and apologetically

Ways in which Airbnb could:

Key:Now ImplementedSuggestion

Comparing Ebay and Airbnb’s Business Models

Follows the Online Marketplace Platform Model

Deals with selling products

Consider Quality of Service and Product

Rewards for Gaining Trust

Suggestion: Assign unique codes

to every product sold and make buyers mention code with their review

Follows the Online Marketplace Platform ModelDeals with providing and renting accommodationConsider Quality of Service and Property, and Safety tooRewards for Gaining Trust and building a strong Safety MeterSuggestion: Recommend a user you trust

Strengthening Trust & Assuring SafetyImplemented Tools -

Host Guarantee (covers theft & vandalism charges up to $1,000,000)Dedicated Trust & Safety Department24 X 7 Customer HotlineSafety Tips for Hosts and GuestsVerified ID featureCustomize Trust SettingsProduct Suggestion PollFraud Detection AlgorithmsFlagging Capabilities

Strengthening Trust & Assuring SafetySuggestions -

Check up on the flagged / suspicious usersProvide a list of Do’s and Don’ts based on Country (with local emergency contacts)Implement an ‘SOS’ feature (as implemented by Ola Cabs)Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn)Get users to sign a legal paper of trust & safety before signing upReward customers for helping improve trustSafety Meter : Calculate based on Verified ID, Guest-Host Reviews, Airbnb visits, etcNot pressurize Hosts with timely acceptance of requests (as mentioned in the paper provided)

ReferencesCase Study Paper titled ‘Airbnb (A)’News Article titled ‘2015-08-14 Airbnb Horror Story Points to Need for Precautions’http://www.statista.com/topics/2273/airbnb/http://www.airfarewatchdog.com/blog/18453390/10-incredible-airbnb-horror-stories/http://www.komando.com/happening-now/323929/airbnb-horror-story-this-guy-came-home-to-find-strangers-in-his-bedhttps://www.airbnb.com/http://abcnews.go.com/Business/airbnb-user-horrified-home-burglarized-vandalized-trashed/story?id=14183840http://blog.airbnb.com/our-commitment-to-trust-and-safety/https://en.wikipedia.org/wiki/Airbnb#cite_note-60http://blog.airbnb.com/introducing-airbnb-verified-id/http://sfist.com/2015/08/17/should_airbnb_have_responded_differ.phphttp://techcrunch.com/2011/07/27/the-moment-of-truth-for-airbnb-as-users-home-is-utterly-trashed/

Image Links

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