A pathway to consumer forgiveness in the sharing economy: The role of relationship norms

Exploring Airbnb Host Wellbeing and Host-Guest Conflicts in Network Hospitality

“…A fundamental premise of the sharing economy is that social benefits accrue to the participating actors in the host-guest relationship ( Farmaki et al, 2021 ). While we find that social interactions can contribute to both enhancing and diminishing the wellbeing of hosts, the essence of communal relationships, which is based on the wellbeing of both hosts and guests ( Shuqair et al, 2021b ), is lacking. However, hosts are not always able to determine the extent of social closeness with guests, as they are essentially strangers who they have brief encounters with, and guests can have a role in setting boundaries for social interactions.…”

“…Despite this emerging evidence on the impact of Airbnb on wellbeing, the examination of host wellbeing, the focus of this research, remains sparsely researched. A focus on host wellbeing aligns with the communal relationship perspective emerging in the hospitality literature (Shuqair et al, 2021b), where host wellbeing is as important as guest wellbeing.…”

“…In commercial accommodation and hospitality provision, there are often well established rules and standards on host-guest relationship management, but not necessarily in the network hospitality context. Thus, sharing as a concept moves away from traditional forms of sharing in commercial accommodation and hospitality ( Canziani and Nemati, 2021 ), where relationships with service providers in the sharing economy are more akin to communal relationships ( Shuqair et al, 2021b ). In communal relationships, individuals not only take care of each other needs but also have a genuine concern for each other’s wellbeing ( Aggarwal and Law, 2005 ).…”

“…In communal relationships, individuals not only take care of each other needs but also have a genuine concern for each other’s wellbeing ( Aggarwal and Law, 2005 ). Communal relationships are driven by social aspects while economic exchange relationships are profit-driven ( Yang and Aggarwal, 2019 ), implying that conflicts emerging from communal relationships have to be addressed in ways different to those in exchange relationships ( Shuqair et al, 2021b ). Accordingly, we use Lashley’s (2000) hospitality domains of private, commercial and social to identify conflicts between hosts and guests that affect wellbeing.…”

“…In this domain, there is an obligation on guests to behave in a respectful manner, doing no harm to hosts or hosts’ possessions, and respecting host rules and their privacy, but significant obligations also fall on hosts ( Lashley, 2008 ). However, from a communal relationship perspective, hospitality provision under this domain would imply that both parties benefit from social exchanges ( Shuqair et al, 2021b ). Yet the benefits and costs of tourism are borne unevenly by individuals and communities ( Lashley, 2008 ) given the negative impacts of Airbnb ( Guttentag, 2015 ; Prayag and Ozanne, 2018 ; Hassanli et al, 2019 ; Buhalis et al, 2020 ).…”