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Service-delivery success and failure under the sharing economy

Trude Furunes (Faculty of Social Sciences, The Norwegian School of Hotel Management, Stavanger, Norway and Business School, Tourism Cluster, University of Queensland, Brisbane, Australia and Institute of HRM Hogeschool van Arnhem en Nijmegen, Arnhem, The Netherlands)
Muchazondida Mkono (Business School, Tourism Cluster, University of Queensland, Brisbane, Australia)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 3 June 2019

Issue publication date: 4 September 2019




Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry.


This paper applies a qualitative approach, sourcing online data from virtual platforms.


The results indicate both positive and negative experiences for customers and the workforce, and the paper highlights the challenges of fragmented service delivery as a result of service delivery mediated through mobile applications.

Practical implications

Food delivery mediated through mobile applications is likely to expand as more households are lured by its convenience. This change has implications for both restaurants and the workforce.


Although a growing number of studies analyse the impact of the sharing economy on the hospitality industry, much of the focus has been on accommodation, and the impact and implications for the food-service segment has not been thoroughly investigated yet.



Furunes, T. and Mkono, M. (2019), "Service-delivery success and failure under the sharing economy", International Journal of Contemporary Hospitality Management, Vol. 31 No. 8, pp. 3352-3370.



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