11/03/2022
By Patricia Morena
Date: Thursday, Nov. 17, 2022
Time: 9 a.m. EST
The webinar is free to the public
Business Model Features and Extremely Negative Customer Experiences with Sharing Economy Firms:
Implications for Entrepreneurship
Presenter: Tao (Tony) Gao, Ph.D., Associate Professor of Marketing, Manning School of Business, UMass Lowell
Register online.
While sharing economy platforms bring many unique benefits to customers, numerous mainstream and social media stories highlight repeated occurrences of extremely negative customer experience problems, including severe threats to customers’ physical safety, linked to sharing economy companies such as Uber. Yet, existing research has not provided thorough answers on the fundamental causes for outsized customer experience dilemmas in the sharing economy. This presentation addresses this research question: Are there inherent business model characteristics about sharing economy companies that help create fundamental operational challenges in sharing companies, which may lead to extremely negative customer experience outcomes? In other words, were the extremely negative customer experiences created “by design”?
For more information on GE2 Entrepreneurship webinars or to view past webinars, visit the GE2 website.