Emotional Labor in the Sharing Economy

Abstract

The

The conditioning function of rating mechanisms for consumers in the sharing economy

“…Emotional labor has emerged as an important concept in looking at workers in an organizational context, while psychological research has shown its predictors and -often detrimental -outcomes. However, despite being a widely researched and striving field of research, scholars have only started to explore the prevalence, antecedents and outcomes of emotional labor in the sharing economy (Lutz et al, 2018). Existing studies on emotional labor in the sharing economy, reflecting a focus in the general literature, have focused on the provider side (Glöss et al, 2016;Raval and Dourish, 2016).…”

“…Academic literature has begun to engage with the notion that providers in the sharing economy are engaging in emotional labour (Glöss et al, 2016;Lutz et al, 2018;Newlands et al, 2017;Raval and Dourish, 2016;Rosenblat and Stark, 2016). Emerging from the seminal work of sociologist Arlie Russell Hochschild (1983), the concept of emotional labour concerns an individual's efforts to induce or suppress certain feelings so as to produce the outward expression of organizationally desired emotions.…”

Supporting the Design of Technology-Mediated Sharing Practices

“…What is more, we argue that many of the challenges and issues that are present in digital online sharing are also highly relevant for the physical sharing in the context of the sharing economy, especially when shared physical objects (e.g., tools, apartments) have digital representations (e.g., a listing, classifieds) and/or are mediated by an online platform. Prior research on sharing economies demonstrated that the design of online platforms may have a profound effect on the endurance and growth of resource sharing communities [Lampinen et al, 2015;Mosconi et al, 2017], play an important role in establishing peers' interaction [Raval and Dourish, 2016], affect users' behavior [Lutz et al, 2018], and influence their decision-making [Edelman and Luca, 2014;Ert et al, 2016].…”

“…Prior work examined numerous issues that commercial sharing economy services face (e.g., transience among and anonymity of membership) [Bardhi and Eckhardt, 2012], outlined technical limitations (e.g., account sharing) of existing sharing economy platforms [Lampinen, 2014], discussed challenges related to disintermediation (e.g., out-of-platform transactions) [Bellotti et al, 2017], and argued for a significant role of emotional labor (i.e. the management of feelings) in the experience sharing services [Lutz et al, 2018].…”

“Social credit effect” in a sharing economy: A theory of mind and prisoner's dilemma game theory perspective on the two‐way review and rating system

“…This concept is about the alteration of behaviors during an interaction, based on perceived information about a situation, and enables the individual to tailor the message to fit another individual's needs and preferences (see Franke & Park, ). Lutz, Newlands, and Fieseler () refer to this behavior as emotional labor. They found that in a sharing economy, the coercive nature of feedback mechanisms conditions both providers and consumers to illustrate emotional labor during service encounters.…”