Customer misbehaviour in the collaborative economy: Is it contagious or not?

When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up?

See results from this research project in the car sharing context, where we investigated whether customers adapt their behaviour when they enter a trashed car. And we also show what the service provider can do about it.

Schaefers, T., Wittkowski, K., Benoit, S., Ferraro, R. (2016), Contagious Effects of Customer Misbe-havior in Access-Based Services, Journal of Service Research, 19 (1), 3-21.