Primary File Info
Airbnb: Scaling Safety With Rapid Growth
Beck, M., Foster, W., Kenney, C., O’Rourke, J. S. (editor
January 22, 2018
Strategy & General Management, Ethics & Social Justice
crisis management, customer communication, customer relations, entrepreneurship, ethics, hospitality, social media
Airbnb, a rapidly growing peer-to-peer rental property platform, faces scrutiny and backlash for its actions after teenage guest, Jacob Lopez, claims to have been sexually assaulted by his host. The case discusses the struggles associated with a rapidly growing company in the sharing economy. To provide a proper framework for analysis, the case also details a brief history of Airbnb’s responses to similar previous incidents. How does Airbnb protect its guests from harm with little to no control over the behavior of its hosts? (Or, vice versa?) What communication should be implemented to respond to future incidents?