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Purpose Airbnb, a popular peer-to-peer accommodation platform, exceeds the yearly revenue of hotel chains, such as Marriot and Hilton. However, the reason why consumers engage with peer-to-peer accommodations and become loyal is not completely clear yet. This study aims to investigate Airbnb as a service setting. In doing so, more insights into the relevance of concepts, such as service quality (SQ) and hospitality factors, to explain consumers’ behavioral intentions with peer-to-peer accommodations and its effect on loyalty can be gained. Design/methodology/approach Through an online survey among Airbnb users and structural equation modeling, the model connecting the measurement constructs is analyzed. Findings This study shows that SQ and importance of having social and authentic experiences are significant antecedents of tourists’ loyalty toward Airbnb hosting services. Interestingly, perceived economic benefits do not impact the level of loyalty, neither does feelings of perceived reduce risk. Originality/value The theoretical contributions reveal tourists’ behavioral patterns in the peer-to-peer accommodation context influenced by standard service factors used for other types of accommodations. This study has particular implications for the accommodation sector when segmenting customers according to their needs and designing appropriate marketing strategies.

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Purpose This paper aims to visualize the communication processes between stakeholders who discuss, reach consensus and engage with user-generated ideas through an open innovation platform facilitated by Destination Management Organization (DMO). Design/methodology/approach Various discussion and interaction styles between the different types of stakeholders on the innovation platform are analyzed using quantitative content analysis. Likewise, perceived issues among the stakeholders that motivate collaboration and consensus are identified. Findings This paper identifies that stakeholders interact with each other, reach agreements and solve joint problems on the platform by using predominantly constructive interaction styles. Meanwhile, feasibility and strategic issues appear to be the most dominant topics when discussing the fruition of ideas; however, this depends significantly on the category of the idea. Practical implications DMOs are given an understanding of why and how stakeholders engage with a certain idea and the kind of challenges they perceive when pursuing the execution of an idea. DMOs are advised to carefully design an open innovation platform to facilitate effective online discussions that may lead to working groups. Originality/value There is a scarcity of approaches in the field of tourism that invite stakeholders to innovate. This study aims to close this gap in tourism research by identifying how and which stakeholders respond to an invitation from a DMO to engage in an open innovation platform and, subsequently, how they interact with other partners to foster collaborative innovation projects in their destination.

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