ABSTRACT
In recent years, the “sharing economy” has attracted a great deal of attention. There is a trend towards peer-to-peer platforms, which allow the customers to access other consumer-owned properties or competencies. These marketplaces enable people to share items like accommodation services with other customers, contributing to the creation of a new asset-light supply paradigm. The specific purpose of this chapter is to study how, in the sharing economy era, knowledge and information sharing between customers has radically changed, as well as revenue management (RM) techniques and the exploitation of customer relationship management (CRM).
The work provides important managerial implications showing the potential benefits of CRM in the field of revenue management and highlights the required managerial capabilities to sustain this specific process. Results show that through the use of tools like social networks and, in general, peer-to-peer platforms in the CRM process, companies can aspire to the implementation of pricing strategies, in terms of RM techniques, and will be able to maximize their own profitability.
