A model of tourists’ loyalty: the case of Airbnb

Lalicic, Lidija; Weismayer, Christian

doi:10.1108/jhtt-02-2017-0020

Cited by 75 publications

(69 citation statements)

References 46 publications

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“…As shown in this study, the service quality of an Airbnb experience is dependent upon each host's hospitality capability (Lalicic & Weismayer, 2018). In addition, Airbnb guests are more likely to experience varying service quality (Sthapit, 2018) and no service delivery guarantee (Huang, Coghlan, & Jin, 2020) because Airbnb hosts are not trained hospitality professionals (Birinci et al, 2018), leading to both good and bad experiences (Lee et al, 2019).…”

Section: Driver 2: Hosts' Actionsmentioning

confidence: 84%

“…In addition, Airbnb guests are more likely to experience varying service quality (Sthapit, 2018) and no service delivery guarantee (Huang, Coghlan, & Jin, 2020) because Airbnb hosts are not trained hospitality professionals (Birinci et al, 2018), leading to both good and bad experiences (Lee et al, 2019). Moreover, the host's inappropriate actions are contrary to the positive service attributes linked with hosts in the peer-to-peer marketplace, namely, understanding and caring (Priporas, Stylos, Rahimi, & Vedanthachari, 2017) and hospitality hosting behaviour (Lalicic & Weismayer, 2018). The identified theme can be categorised as a functional and an important operant resource in the IVF processes.…”

Section: Driver 2: Hosts' Actionsmentioning

confidence: 99%

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Interactive value formation: drivers and outcomes from Airbnb guests’ perspectives

Sthapit

Björk

2020

Scandinavian Journal of Hospitality and Tourism

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This study explores interactive value formation, particularly the underlying drivers of three value outcomes in the Airbnb context: co-creation, co-destruction and co-recovery. The study focuses on reviews posted online by Airbnb guests in English. These posts contained customers' positive and negative experiences with Airbnb on Trustpilot. The data analysis uncovered two main themes that reflected the drivers of value co-creation, codestruction and co-recovery (company's customer service and hosts' actions). First, after a service failure, many guests experienced value co-destruction because they felt that Airbnb's customer service agents could not solve their problems in a timely and proper manner, while the use of successful recovery efforts by the service agents served as an antidote to value codestruction, thereby contributing to value co-recovery. Second, host's friendly behaviour, including prompt communication between the host and the guest, led to value co-creation. On the contrary, inadequate communication and unethical actions by the host generated value co-destruction among the guests and resulted in a decline in their well-being. The findings suggest that particular value dimensions can individually act as a source of either value co-creation or co-recovery, while their inadequate integration in the interactive value formation processes leads to value co-destruction.

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Section: Driver 2: Hosts' Actionsmentioning

confidence: 84%

Section: Driver 2: Hosts' Actionsmentioning

confidence: 99%

Interactive value formation: drivers and outcomes from Airbnb guests’ perspectives

Sthapit

Björk

2020

Scandinavian Journal of Hospitality and Tourism

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“…Some studies have investigated the effects of each dimension of Airbnb service quality-such as the host, facility, web responsiveness, and web efficiency-on customer satisfaction. Another study investigated Airbnb customers' behavioral intentions and these intentions' effects on loyalty by factoring in service quality and hospitality in P2P accommodation settings [12]. Lee and Kim [9] argues that hedonic and utilitarian values influence customers' loyalty, especially in the case of Airbnb.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Mody et al [13] identify how the inter-relationships built between customers, Airbnb hosts, and locals provide customers with the feeling of an authentic experience and thus influence their brand loyalty. Lalicic and Weismayer [12] found that customers seek authentic experiences when choosing to stay at an Airbnb accommodation, and that Airbnb consumers are more concerned about the authenticity of their experience than the price of their accommodation because they desire a similar experience to locals. Perceived authenticity has been identified as a key antecedent that influences Airbnb consumers' repurchasing behaviors.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Attracted to or Locked In? Explaining Consumer Loyalty toward Airbnb

Kim

2020

Sustainability

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In an increasingly complex and dynamic environment, understanding the fundamental mechanisms of customer loyalty toward Airbnb has become very appealing to both researchers and providers in recent years. Most prior studies on Airbnb have focused mainly on dedication-based mechanisms, such as consumer satisfaction or attitude. However, little is currently known about how the theoretical view for adapting dedication-based and constraint-based mechanisms establishes Airbnb consumer loyalty and affects by attributes, such as authentic experience, trust in Airbnb, and social benefits—that is, the vital predictors of affective commitment. It explores social benefits, relative attractiveness, and price fairness as the key antecedents of calculative commitment. This study identifies the relationship using a structural equation modeling method and empirical data collected from 156 Airbnb consumers who use it more than twice. The analysis results show that consumer loyalty toward Airbnb is shaped by dedication- and constraint-based mechanisms. The findings indicate that both affective and calculative commitments significantly affect customer loyalty in the context of Airbnb. Authentic experience, trust in Airbnb, and social benefits significantly affect affective commitment to Airbnb. While both social benefits and relative attractiveness play an important role in enhancing calculative commitment to Airbnb, price fairness is not significantly related to it. Theoretical and practical implications and future research directions are subsequently discussed.

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“…Beyond the profile or motivations for the use of collaborative tourism, one of the factors that has contributed to the success of these platforms has been the high frequency of use [12,38,39], as it is key in consolidating trust and security in these services [23][24][25]. Given the lack of regulation in collaborative tourism, high levels of recommendation and e-wom have helped to eliminate uncertainty and bring these platforms closer to consumers.…”

Section: Theory and Hypothesesmentioning

confidence: 99%

Repeat Consumer Behavior on Smart P2P Tourism Platforms

et al. 2019

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Despite the key role played by frequent consumers interacting on smart P2P (peer to peer) tourism platforms, there are hardly any studies on the explanatory variables of their frequency of use. This paper aims to understand the motivational and sociodemographic factors that bring about repeat consumers in collaborative accommodation and transport services. In order to test various assumptions, a set of logistic regressions were made where the dependent variable is the frequency of use and the independent variables are sociodemographic and motivational factors. The results suggest that many consumer attributes recognized as being typical of collaborative platforms, such as young people traveling with friends for leisure who are interested in low prices, have changed. We found that, due to the consolidation of these smart business models, the frequency of use increases with age and for those who travel for work reasons. In addition, it is worth noting the existence of a positive relationship between consumers who provide reviews on these platforms and their frequency of use.Sustainability 2019, 11, 7082 2 of 13 company in the "Global 500 Rankings 2019" [7] with the highest brand value, ranking above Marriott International, the world's hotel leader. In addition, it has managed to overtake Booking.com, one of the main online hosting booking platforms [8]. Uber's fleet in New York is now three-fold larger than the number of yellow taxis [2].This sustained growth contradicts initial perceptions that these were temporary business models, aimed at a young audience, which were hardly going to be able to compete with traditional tourist services. The contextual factors that contributed to the rapid development of this business model, such as the globalization of society caused by the Internet [9-11], the boost from millennials [2,12,13], and the global economic crisis that favored the reuse of resources [14] are less influential now. Therefore, no one doubts that collaborative tourism is here to stay and will continue to grow [5,15].The consolidation of these smart tourism business models has been supported by the highest degree of satisfaction and recommendation of these services versus the traditional ones [16,17]. Both domestic [18] and European studies [5] show the greatest tendency for users to recommend collaborative platforms.Smart P2P tourism platforms are adapting their products to better fit the needs of consumers than traditional services, which creates the perception of quality and thus increases its frequency of use [12,[19][20][21][22]. This increased frequency of use causes greater confidence in the product and service [23][24][25], which is particularly relevant, since consumer insecurity and mistrust have been established as some of the most important reasons for the non-use of collaborative platforms [22,26,27]. In addition, the frequency of use is usually related to the service recommendation (e-wom) [28][29][30][31].Despite the success of these smart models, there are few studies focused on P2P accommod...

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A model of tourists’ loyalty: the case of Airbnb

Cited by 75 publications

References 46 publications

Interactive value formation: drivers and outcomes from Airbnb guests’ perspectives

Interactive value formation: drivers and outcomes from Airbnb guests’ perspectives

Attracted to or Locked In? Explaining Consumer Loyalty toward Airbnb

Repeat Consumer Behavior on Smart P2P Tourism Platforms

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