Chain Reactions: Inside the Shared Economy
Chain Reactions: Inside the Shared Economy
Access-based Customer Journeys
Lez Trujillo Torres
Finalist: 2024 Sheth Foundation–Journal of the Academy of Marketing Science Best Paper Award
Co-authors: Eda Anlamlier, UIC PhD ’18; Laetitia Mimoun; Lagnajita Chatterjee, UIC PhD ’20; and Delphine Dion
In the study, “Access-based Customer Journeys, Assistant Professor Trujillo Torres examines how consumers navigate access-based platforms like Rent the Runway, Uber, and Airbnb—where users temporarily use, rather than own, products or services. It highlights how consumer actions —such as returning items late—can unintentionally disrupt the just-in-time system for others and create unpredictability. The study urges companies to understand the value of this often invisible consumer work and to design more empathetic, collaborative systems that better support both users and operations.
Modified on October 08, 2025