How do consumers select between hotels and Airbnb? A hierarchy of importance in accommodation choice

Mody, Makarand; Jung, Sean; Doğru, Tarik; Suess, Courtney

doi:10.1108/ijchm-12-2021-1551

Cited by 24 publications

(26 citation statements)

References 61 publications

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“…Specifically, home benefits and authenticity appeared more important in fostering memorability than social interaction. Such findings are consistent with previous studies (Mody et al , 2022; So et al , 2018) highlighting home benefits as the major reason why customers book with Airbnb. In a recent study, Kim et al (2022b) suggested that social interaction is critical to Airbnb value formation; however, the magnitude of such interaction was relatively low in the current study.…”

Section: Discussionsupporting

confidence: 93%

“…The success of Airbnb not only depends on competitive prices but also on authentic experiences (Guttentag, 2015;Kromidha et al, 2021), which differentiate Airbnb from traditional hotels (Mody et al, 2017;Mody and Hanks, 2020). Recently, Mody et al (2022) identified that location authenticity influences consumers' choice between Airbnb and hotels. Therefore, authenticity, referring to consumers' perceptions of their "real" experiences when staying with Airbnb, is considered a critical Airbnb attribute (Liang et al, 2018).…”

Section: Social Interactionmentioning

confidence: 99%

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Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

Hudson

2022

IJCHM

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Purpose Guided by memory-dominant logic, this study aims to examine how Airbnb experiences (i.e. home benefits, social interaction and authenticity) lead to memorability, which subsequently results in platform attachment and loyalty. The mediating role of memorability and the moderating role of arousal in forming platform loyalty were also investigated. Design/methodology/approach A quantitative method was adopted including the use of a national survey with US travelers who had an Airbnb accommodation experience in the past six months. Data were collected from a representative sample generated from the Qualtrics consumer panel using an online self-administered survey. Findings Results suggested that Airbnb experiences have a positive impact on memorability, which leads to platform attachment and loyalty. The findings further supported the full mediation. The results also revealed a moderating role of arousal in influencing the relationship between social interaction and memorability. Research limitations/implications This study contributes to the literature by investigating the role of Airbnb experiences and memorability in influencing customer responses to the Airbnb platform. This study also provides a holistic understanding of how platform attachment and loyalty develop through the mechanism of memorability. Practical implications Given the continuous competition from hotels, Airbnb providers should continue to improve critical Airbnb attributes and balance its hedonic and functional values. The moderating role of arousal suggests that Airbnb could maintain a virtual community or a social platform where guests can interact with hosts or the locals before, during and after Airbnb experiences. Originality/value The findings provide a holistic understanding of the experiences with insight into the new business model of the sharing economy.

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Section: Discussionsupporting

confidence: 93%

Section: Social Interactionmentioning

confidence: 99%

Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

Hudson

2022

IJCHM

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“…Owning to the intense competition in the hospitality industry, scholars have suggested service providers focus on developing long-lasting relationships with customers (Tajeddini et al , 2022). In the SE, customers can easily switch to conventional lodging facilities (Mody et al , 2022). Hence, fostering customer loyalty is crucial for both hosts and SE platforms as it leads to shared consumption and positive word-of-mouth (WOM) (Kim, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

What have hosts overlooked for improving stay experience in accommodation-sharing? Empirical evidence from Airbnb customer reviews

Lee

Tse

Zhang

et al. 2022

IJCHM

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Purpose In accommodation-sharing, hosts must provide satisfactory stay experiences for guests, who will then express intentions to revisit (behavioral loyalty) and/or recommend the experiences to others (attitudinal loyalty) in their reviews. Through the lens of expectation-confirmation theory, this study aims to investigate the service dimensions customers focus on in their reviews and their relationships with customer-loyalty manifestations in accommodation-sharing. Design/methodology/approach This study uses topic modeling to discover distinctive dimensions from Airbnb reviews from a micro perspective and map them onto overarching themes from a macro perspective, and further examine the relationships among topics using cluster analysis. Findings This study reveals “information” as an important theme rarely mentioned in the literature. Besides, “homeliness” is a unique dimension associated with behavioral and attitudinal loyalty toward accommodation-sharing. Practical implications The findings help accommodation-sharing platforms and hosts identify customer concerns and the drivers of customer loyalty in accommodation-sharing. Originality/value In the existing literature, customer perceptions and loyalty are largely determined through surveys, and the findings are not univocal due to the inconsistencies of measurement items used, the potential response bias and limited sample sizes. This study capitalizes on the wealth of user-generated content and extracts service dimensions and customer loyalty directly from textual reviews, overcoming previous research limitations.

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“…It is a collection of private rooms, apartments and homes, each owned by an individual owner, located in different places and managed independently (Dogru et al , 2020). Airbnb offers its customers the opportunity to experience unique accommodations such as cabins, farmhouses, boats, yurts and treehouses, among others – accommodation that is typically outside the purview of the traditional hotel industry (Mody et al , 2022). The process of searching for and booking the accommodation is similar to other platforms (e.g.…”

Section: Literature Reviewmentioning

confidence: 99%

Sources of negative memorable experiences: Finnish Airbnb guest perspectives

Sthapit

Björk

2022

CBTH

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Purpose This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences among Finnish guests. Design/methodology/approach This study used a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they must be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. The participants were selected using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews that were completed by 18 Finnish tourists who had stayed at an Airbnb property in the past three years. Findings Three main sources constitute the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service. Practical implications Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service-quality-management policies and strategies that are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their ability to handle complaints. Originality/value This study responds to the need to examine negative incidents that are a part of MTEs and the sources of negative memories. The originality of this study includes the extension of the existing literature on MTEs and Airbnb, as a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service has been proposed.

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How do consumers select between hotels and Airbnb? A hierarchy of importance in accommodation choice

Cited by 24 publications

References 61 publications

Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

Customer responses to the Airbnb platform: the role of Airbnb experience and memorability

What have hosts overlooked for improving stay experience in accommodation-sharing? Empirical evidence from Airbnb customer reviews

Sources of negative memorable experiences: Finnish Airbnb guest perspectives

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