/5
0 review
Consumer hacks in the sharing economy
Academic Journal
Highlights •We portray the heterogeneity of consumer misbehaviors by moving beyond the normative view.•Consumer hacks are savvy misbehaviors that outmaneuver the company’s policies and guidelines surrounding the consumer experience.•Given access-based interconnections, consumer hacks can destroy but also create value for other consumers and the platform.•Consumer hacks benefit the platform when value creation is aligned along three layers: egoistic, mutualistic, and corporate.•In case of misalignment, consumer hacks damage the platform’s value creation process and the consumer experience.