Emotional Labor in the Sharing Economy

Christoph Lutz, Gemma Newlands, Christian Fieseler

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


The peer-to-peer nature of the sharing economy encourages participants to alter their behavior in ways that resemble traditional notions of emotional labor. A key element in this shift lies in the coercive nature of feedback mechanisms which condition both providers and consumers to perform emotional labor during service encounters. Using survey data from 207 sharing economy consumers in the US, we show how different facets of the feedback mechanisms employed by sharing economy services influence consumers’ emotional labor. In addition, we show how platforms and their policies matter in encouraging emotional labor, indicating the need to analyze the topic on a fine-grained level. We conclude by deriving propositions for future research and practical recommendations.

Original languageEnglish
Title of host publicationProceedings of the 51st Annual Hawaii International Conference on System Sciences
EditorsTung Bui
Number of pages10
Place of PublicationHonolulu
PublisherHawaii International Conference on System Sciences (HICSS)
Publication date3 Jan 2018
ISBN (Electronic)9780998133119
Publication statusPublished - 3 Jan 2018
Externally publishedYes
EventThe 51st Hawaii International Conference on System Sciences. HICSS 2018 - Waikoloa Village, United States
Duration: 3 Jan 20186 Jan 2018
Conference number: 51


ConferenceThe 51st Hawaii International Conference on System Sciences. HICSS 2018
Country/TerritoryUnited States
CityWaikoloa Village
Internet address


  • Emotional labor
  • Peer-to-peer
  • Platforms
  • Ratings
  • Sharing economy

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