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CULTIVATING A SUSTAINABLE ECOSYSTEM FOR PLATFORM SERVICE BUSINESSES: A MULTI-STAKEHOLDER INQUIRY IN THE HOSPITALITY AND TOURISM INDUSTRY
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Thesis/Dissertation
Date
2025-08
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Tourism and Sport
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Wang_temple_0225E_16262.pdf
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https://doi.org/10.34944/f4pn-pv74
Abstract
The proliferation of platform service businesses brings up significant challenges which have not received adequate scholarly attention in the hospitality and tourism literature. Focusing on the emerging challenges in three critical domains of practice, namely customer service, customer-provider dispute resolution, and platform stakeholders’ virtual and physical engagement, this dissertation proposes three essays to correspondingly conceptualize the research phenomenon and empirically explore feasible solutions to cope with these challenges. Altogether, this dissertation will enrich the theoretical understanding of the interplay among multiple stakeholders in the platform ecosystem. Practically, this dissertation contributes to cultivating sustainable service platform ecosystems in the hospitality and tourism industry.
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