Customer Misbehavior in the Collaborative Economy: Is It Contagious or Not?
When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up?
A team of European researchers investigated whether customers adapt their behavior in the context of a car sharing service. In this video, they share the results of the research project and what these findings mean to service providers.
For more information about the research project, check out Journal of Service Researchpaper Contagious Effects of Customer Misbehavior in Access-Based Services by Tobias Schaefers, TU Dortmund University, Dortmund, Germany, Kristina Wittkowski, Aalto University, Aalto, Finland, Sabine Benoit (née Moeller), Roehampton Business School, London, UK, Rosellina Ferraro, University of Maryland, College Park, MD, USA.