Benjamin Edelman, Michael Luca
Harvard Business School (912019-PDF-ENG)
December 02, 2011
After widespread complaints about destructive guests and untrustworthy hosts, online apartment rental website Airbnb is investigating mechanisms that build trust between guests and hosts. Flexible online reputation systems can easily collect and share information, but Airbnb must decide what information guests and hosts should provide, and how much flexibility everyone should have in choosing who to do business with. A full-featured system could provide all the information requested by users, but would it be too complicated for routine use?
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