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HR shared service centers (SSCs) have been claimed to innovate human resource management service delivery by centralizing resources and decentralizing control and, in doing so, create value for other business units. In response, to explain the value of HR shared services for the business units served, the purpose of this paper is to test hypotheses on the joint influence of HR SSC operational and dynamic capabilities and of control mechanism usage by the business units.

A survey methodology was applied to collect data among business unit representatives from 91 business units in 19 Dutch organizations. The data were analyzed using structural equation modeling in AMOS.

This study found that the use of formal control mechanisms (e.g. contracts, service-level agreements) relates negatively with HR shared service value, but that this relationship becomes positive once mediated by informal control mechanisms (e.g. trust and shared language) and operational HR capabilities. Furthermore, it shows that the dynamic capabilities of HR SSCs relate positively to HR shared service value for the business units, but only because of their effect on operational capabilities.

Whereas previous studies into HR SSCs have examined the two antecedents independently, this study shows how organizational control and capabilities interrelate in explaining the value of HR shared services.

The purpose of this paper is to compare online labor platforms (OLPs) such as Upwork, Fiverr, YoungOnes and Temper with traditional temp agencies. At a first glance, OLPs and temp agencies strongly resemble each other while they aim to meet the need for short-term labor of organizations. The authors ask the question how these labor market intermediaries differ on issues such as information technology usage, ways how labor supply and demand are matched and working conditions (e.g. status, pay and social security of workers).

Next to a review of the academic literature, the authors conducted interviews with representatives of six OLPs and temp agencies in the Netherlands as well as a legal specialist in Dutch labor law.

The authors found that OLPs and temp agencies differ on several issues. First, although OLPs rely on online marketplaces for matching labor supply and demand, temp agencies generally rely on human matchmakers. Second, although OLPs enable workers and client organizations to initiate transactions themselves, temp agencies employ representatives that do the matching for workers and clients. Third, and as a result, OLPs afford client organizations to almost instantly hire workers on-demand, whereas the flexibility and speed that temp agencies can offer depend on availability and processing capacity of human matchmakers.

According to the authors’ knowledge, this paper is the first to compare OLPs and temp agencies and, in doing so, offers academics and practitioners an analytical framework to compare different types of labor market intermediaries.

This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a relevant antecedent of whether customers leave an online review of that Airbnb stay. To this end, the authors test the hypothesis that the relationship between service quality and leaving an online review is linear and positive.

To test the hypothesis, the authors rely on primary survey data from 177 Airbnb customers combined with secondary data coming from their personal online Airbnb accounts. The authors conducted a binary logistic regression analysis to test the hypothesis.

The results show that customers’ service quality perceptions are positively and linearly related to leaving an online review of an Airbnb stay. In other words, satisfied customers are more likely to leave a review after an Airbnb stay than those who are dissatisfied.

The study is original in two respects. First, it reconsiders the role of customer experiences in explaining online customer reviews. In doing so, it empirically shows that the conventional wisdom of a U-shaped relationship between customer experiences and online reviewing does not hold in the context of the sharing economy. Second, by relying on primary survey data, the authors reveal the risk of dissatisfied customers creating an underreporting bias in online reviews, which ultimately make online reviews of Airbnb skewed toward positive ratings.