Antecedentes e dimensões da experiência de consumo: uma abordagem experimental na satisfação de hóspedes

Ladeira, Wagner Júnior; Santini, Fernando de Oliveira; Costa, Gustavo

doi:10.11606/issn.1984-4867.v24i1p119-144

Cited by 1 publication

(1 citation statement)

References 21 publications

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“…Among the incentives that drive consumers towards loyal behavior, Kim, Brent and McCormick (2012) stress the essentiality of assimilating the feeling of contentment and the experience of consumption. Assimilating user satisfaction or dissatisfaction in relation to the consumption experience is an essential factor to determine their future behavior (Ladeira, Santini, & Costa, 2013a;Lin & Worthley, 2012;). Furthermore, a user's consumption experience (which awakens the notion of reliability proper to an experience) must be observed through research to corroborate the relative experiences and consider them appropriate (Ladeira et al, 2013b;Lobuono et al, 2016), thus building a unique and unforgettable experience.…”

Section: Introductionmentioning

confidence: 99%

Users’ Satisfaction and Loyalty in Hotel and Airbnb Hosting Services

Trentin,

Espig,

Tontini

et al. 2024

R. Tur. Contemp.

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Peer-to-peer markets, collectively known as the sharing economy, have emerged as alternative providers of services historically delivered by hotel chains. In this context, the aim of this article is to analyze the factors affecting the loyalty and satisfaction of Airbnb and hotels users. Data collection was carried out by means of a descriptive survey. The sample consisted of 645 respondents, answering by accessibility and convenience. Multiple regression analysis was used for data treatment and analysis. As a result, the research showed that loyalty was dependent on the dimensions of installations, reliability, and value in the hotel chain, and on the value dimension for Airbnb. Customer satisfaction is influenced by dimensions of service, installations, reliability, and value in the hotel chains, and for the dimensions of installations and value on Airbnb. It was also found that 66.5% of the respondents, even with the advent of the sharing economy, opted to use the hotel chains as a means of lodging.

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