I would like to thank my co-authors, Nishant Jha, Grant Williams, Jazmine Staten, and Miles Vesper for their assistance and contributions on this work. I also would like to acknowledge my study participants for their time. This accomplishment would have not been possible without my family and friends. I thank my family for their love and support and for being an example of hard work, inspiration, and dedication. I thank my parents Hollis and Lillian Poché for their encouragement and guidance. Words cannot describe the significance of their love. I thank my sister Caroline Schneider and her husband Chris Schneider for their help and support during my studies. I thank my sister Annie Suarez, her husband Joshua Suarez, and niece Olivia Suarez for keeping me uplifted. I thank Mike and Carol Schneider for their hospitality. Last but not least, I would like to thank my friends across the United States for helping me through the hard times and demonstrating true friendship. iii TABLE OF CONTENTS
Sharing Economy apps, such as Uber, Airbnb, and TaskRabbit, have generated a substantial consumer interest over the past decade. The unique form of peer-to-peer business exchange these apps have enabled has been linked to significant levels of economic growth, helping people in resource-constrained communities to build social capital and move up the economic ladder. However, due to the multidimensional nature of their operational environments, and the lack of effective methods for capturing and describing their end-users' concerns, Sharing Economy apps often struggle to survive. To address these challenges, in this paper, we examine crowd feedback in ecosystems of Sharing Economy apps. Specifically, we present a case study targeting the ecosystem of food delivery apps. Using qualitative analysis methods, we synthesize important user concerns present in the Twitter feeds and app store reviews of these apps. We further propose and intrinsically evaluate an automated procedure for generating a succinct model of these concerns. Our work provides a first step toward building a full understanding of user needs in ecosystems of Sharing Economy apps. Our objective is to provide Sharing Economy app developers with systematic guidelines to help them maximize their market fitness and mitigate their end-users' concerns and optimize their experience.
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