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INFM612: Case Study 1
Name: Pujita Tipnis
UID: <deleted>
™
About Airbnb
Online marketplace for “people to list, discover, and book unique accommodations
around the world” (as cited ...
Vandalizing Act at EJ’s Apartment (June 2011)
Avoid It -
Provide Host Guarantee
Perform Thorough Background Check
Implemen...
Jacob Lopez’s Horror Experience (July 2015)
Avoid It -
Perform Thorough Background Check
Implement Better Ways to gauge Tr...
Comparing Ebay and Airbnb’s Business Models
Follows the Online
Marketplace Platform Model
Deals with selling products
Cons...
Strengthening Trust & Assuring Safety
Implemented Tools -
Host Guarantee (covers theft & vandalism charges up to $1,000,00...
Strengthening Trust & Assuring Safety
Suggestions -
Check up on the flagged / suspicious users
Provide a list of Do’s and ...
References
Case Study Paper titled ‘Airbnb (A)’
News Article titled ‘2015-08-14 Airbnb Horror Story Points to Need for Pre...
Image Links
https://a2.muscache.com/airbnb/static/about/resources/airbnb-logo-293-
5b1924f36d180a53fdca602da3e5bc6c.png
ht...
Thank You ! 
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Airbnb case study

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This is a case study I had worked on as a first year MIM student at University of Maryland (College Park), while studying INFM612 (Management of Information Programs and Services), taught by Dr. Ping Wang - a wonderful Professor.
We were given 2 unfortunate incidents that had occurred with a guest and a host of Airbnb, and had to analyze the issues and suggest solutions that can help make Airbnb an even safer option for its guests and hosts.

Published in: Leadership & Management
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Airbnb case study

  1. 1. INFM612: Case Study 1 Name: Pujita Tipnis UID: <deleted> ™
  2. 2. About Airbnb Online marketplace for “people to list, discover, and book unique accommodations around the world” (as cited on airbnb.com’s About page) Founded in August 2008 by roomies Brian Chesky (CEO) and Joe Gebbia (CPO); later joined by Nathan Blecharczyk (CTO) as the third co-founder Works on a marketplace platform model The Good Affordable (Sharing Economy) Remote / Exotic Location coverage Access to International Locations Social Networking The Bad Property may not be as described on website Theft Eviction Vandalizing the property The Ugly Safety of guest at risk Murder cases at Host’s property Using Host’s property for seamy activities Tax issues
  3. 3. Vandalizing Act at EJ’s Apartment (June 2011) Avoid It - Provide Host Guarantee Perform Thorough Background Check Implement Better Ways to gauge Trust & Safety (Reviews not enough) Provide Precautionary Tips Allow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc) Not pressurize Hosts with timely acceptance of requests Handle It - Show sympathy and enthusiasm Take responsibility (especially financial) Communicate clearly Apologize promptly Ways in which Airbnb could: Key: Now Implemented Suggestion
  4. 4. Jacob Lopez’s Horror Experience (July 2015) Avoid It - Perform Thorough Background Check Implement Better Ways to gauge Trust & Safety (Reviews not enough) Provide Precautionary Tips Allow ways to cross-check Guest’s online footprint (Facebook, LinkedIn, etc) Implement an ‘SOS’ feature (as implemented by Ola Cabs) Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn) Train the Customer Support Staff better Handle It - Be Proactive Show sympathy and enthusiasm Take responsibility (especially financial) Communicate clearly and apologetically Ways in which Airbnb could: Key: Now Implemented Suggestion
  5. 5. Comparing Ebay and Airbnb’s Business Models Follows the Online Marketplace Platform Model Deals with selling products Consider Quality of Service and Product Rewards for Gaining Trust Suggestion: Assign unique codes to every product sold and make buyers mention code with their review Follows the Online Marketplace Platform Model Deals with providing and renting accommodation Consider Quality of Service and Property, and Safety too Rewards for Gaining Trust and building a strong Safety Meter Suggestion: Recommend a user you trust
  6. 6. Strengthening Trust & Assuring Safety Implemented Tools - Host Guarantee (covers theft & vandalism charges up to $1,000,000) Dedicated Trust & Safety Department 24 X 7 Customer Hotline Safety Tips for Hosts and Guests Verified ID feature Customize Trust Settings Product Suggestion Poll Fraud Detection Algorithms Flagging Capabilities
  7. 7. Strengthening Trust & Assuring Safety Suggestions - Check up on the flagged / suspicious users Provide a list of Do’s and Don’ts based on Country (with local emergency contacts) Implement an ‘SOS’ feature (as implemented by Ola Cabs) Implement a Recommendation System (like the ‘endorsing’ feature in LinkedIn) Get users to sign a legal paper of trust & safety before signing up Reward customers for helping improve trust Safety Meter : Calculate based on Verified ID, Guest-Host Reviews, Airbnb visits, etc Not pressurize Hosts with timely acceptance of requests (as mentioned in the paper provided)
  8. 8. References Case Study Paper titled ‘Airbnb (A)’ News Article titled ‘2015-08-14 Airbnb Horror Story Points to Need for Precautions’ http://www.statista.com/topics/2273/airbnb/ http://www.airfarewatchdog.com/blog/18453390/10-incredible-airbnb-horror-stories/ http://www.komando.com/happening-now/323929/airbnb-horror-story-this-guy-came- home-to-find-strangers-in-his-bed https://www.airbnb.com/ http://abcnews.go.com/Business/airbnb-user-horrified-home-burglarized-vandalized- trashed/story?id=14183840 http://blog.airbnb.com/our-commitment-to-trust-and-safety/ https://en.wikipedia.org/wiki/Airbnb#cite_note-60 http://blog.airbnb.com/introducing-airbnb-verified-id/ http://sfist.com/2015/08/17/should_airbnb_have_responded_differ.php http://techcrunch.com/2011/07/27/the-moment-of-truth-for-airbnb-as-users-home-is- utterly-trashed/
  9. 9. Image Links https://a2.muscache.com/airbnb/static/about/resources/airbnb-logo-293- 5b1924f36d180a53fdca602da3e5bc6c.png https://a1.muscache.com/airbnb/myairbnb/assets/toc/corporate_logo- 2c7b7b51cd2fac8a28f53e4057559213.jpg http://logok.org/wp-content/uploads/2014/07/airbnb-logo-belo-880x628.png https://upload.wikimedia.org/wikipedia/commons/thumb/1/1b/EBay_logo.svg/2000px- EBay_logo.svg.png
  10. 10. Thank You ! 

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