How self-gratification and social values shape revisit intention and customer loyalty of Airbnb customers

Tajeddini, Kayhan; Gamage, Thilini Chathurika; Hameed, Waseem Ul; Qumsieh-Mussalam, Gretel; Chaijani, Milad Hooshmand; Rasoolimanesh, S. Mostafa; Kallmuenzer, Andreas

doi:10.1016/j.ijhm.2021.103093

Cited by 41 publications

(27 citation statements)

References 160 publications

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“…Their study's empirical findings are twofold: Higher relationship quality results from better guest confidence and communication, and higher relationship quality results from stronger visitor commitment, more repeat purchases, and positive word of mouth. The research [54] provide a theoretical framework based on the value-attitude-behaviour hierarchy for measuring the influence of self-gratification and social values on building revisit intention and customer loyalty among Airbnb users. They find that self-gratification value affects the revisit intention and customer loyalty of Airbnb users.…”

Section: Guest Confidencementioning

confidence: 99%

Information Technology, Food Service Quality and Restaurant Revisit Intention

Talukder¹,

Kumar²,

Sood³

et al. 2023

IJSDP

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In this article, we determine whether there is a link between information technology (IT) use in ensuring food service quality and revisit intention. We examined how the use of IT applications in food service affects revisit intention to a hotel's food outlet. To conduct the study, we used a 29-item DINESERV: A Tool for Measuring Service Quality in Restaurants. The DINESERV questionnaire helps restaurateurs gauge customer satisfaction, identify problems, and find solutions. The 29-item questionnaire includes five service-quality categories: assurance, Empathy, reliability, responsiveness, and tangibles. It's meant to help operators gauge what consumers expect from a restaurant. We collected 280 responses from guests visiting Bangladesh's five-star hotels' food service outlets and executed the proposed correlations using PLS-SEM. This study showed that IT application use in determining food service quality does not correlate with revisit intention and that it influences guest confidence, which greatly influences revisit intention.

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Section: Guest Confidencementioning

confidence: 99%

Information Technology, Food Service Quality and Restaurant Revisit Intention

Talukder¹,

Kumar²,

Sood³

et al. 2023

IJSDP

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“…The S-O-R model has also been applied in the context of Airbnb to investigate how perceived enjoyment (organism) and repurchase intention (response) are affected by Airbnb's physical, contextual and social attributes including authenticity, home benefits and social interaction (stimuli) (So et al, 2021). Despite prior research explaining travelers' decision-making for Airbnb accommodations (Tajeddini et al, 2021(Tajeddini et al, , 2022, little has been done on the public health-related attributes of Airbnb accommodations.…”

Section: Preventive Measuresmentioning

confidence: 99%

Do efforts to address safety pay off? Evidence from the sharing economy in the post–pandemic world

Chen

2022

IJCHM

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Purpose Applying the value creation of corporate social responsibility (CSR), this study aims to investigate the direct effect of preventive measures in the postpandemic world on Airbnb consumers’ attitudes toward the host, which may further impact their behavioral intentions. It also examined the mediating role of perceived risk and perceived motives, as well as the moderating role of message strategies and risk tolerance in this process. Design/methodology/approach A 2 (preventive measures: basic versus enhanced) × 2 (message strategies: promotional social cause message [PSC] versus partake-in-our-cause message [PIOC]) between-subjects factorial design was conducted with a sample of 476 US Airbnb consumers through an online survey. PROCESS macro was used for hypothesis testing. Findings Results demonstrated that enhanced preventive measures had more positive impact on Airbnb consumers’ attitudes toward the host, which was positively related to positive word of mouth and booking intention. Perceived risk and perceived motives mediated the relationship between preventive measures and attitude toward Airbnb hosts. Positive relationships between attitude toward the host and behavioral intentions were strengthened when PIOC was used than PSC. The negative relationship between preventive measures and perceived risk was enhanced when PIOC was used than PSC. Risk tolerance did not interact with messages strategy to impact the relationship between preventive measures and perceived risk. Originality/value The study uncovered the mechanisms by which consumers form their responses toward different safety information of Airbnb accommodations postpandemic and the role of message strategies in the process. It provided implications for the Airbnb platform and hosts in the postpandemic period.

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“…Mody and Hanks (2020) also demonstrated that Airbnb leverages brand and existential and intrapersonal authenticity in creating brand-loving and brandloyal customers, while hotels rely on brand authenticity. In addition, Tajeddini et al (2022) proposed a theoretical framework assessing the influence of self-gratification and social values on creating the revisit intention and customer loyalty of Airbnb users. In their study, self-gratification is conceptualised as "an Airbnb user's mood-enhancement effect and ability to de-stress and relax with minimal tension due to finding a quality accommodation facility at an affordable price while being exposed to authentic, novel, and culturally rich experiences" (Tajeddini et al, 2022, p. 3).…”

Section: Authenticity In Accommodation Servicesmentioning

confidence: 99%

Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement

Sallaku

Vigolo

2022

TQM

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PurposeDrawing on social exchange theory, this study clarifies the roles of authenticity, interactivity and involvement in predicting customer engagement (CE) and, ultimately, customer loyalty towards an online peer-to-peer accommodation platform. In addition, the study explores the effect of interactivity in increasing authenticity.Design/methodology/approachData were collected through an online questionnaire of a sample of Italian tourists who had previously booked a service on Airbnb. The analyses were conducted by adopting partial least squares structural equation modelling.FindingsThe model has high power in predicting customer loyalty to an online peer-to-peer accommodation platform. Specifically, involvement is the primary predictor of CE and customer loyalty. Authenticity and interactivity also have a significant and positive effect both on CE and customer loyalty. In addition, CE partially mediates the relationship between authenticity, interactivity and involvement and customer loyalty. Finally, interactivity has a significant positive effect on authenticity.Practical implicationsThe results encourage hospitality service providers to invest in the creation (and co-creation) of authentic experiences to increase CE and customer loyalty. Hospitality managers can also enhance CE by increasing involvement and interaction with customers through various touchpoints (online and offline) in different moments of the customer journey.Originality/valueThis study proposes an original model to predict customer loyalty to peer-to-peer hospitality platforms. The findings shed new light on the drivers of CE and provide empirical support for the mediating effect of CE. The study also contributes to the literature on authenticity by demonstrating the positive effect of interactivity on authenticity.

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How self-gratification and social values shape revisit intention and customer loyalty of Airbnb customers

Cited by 41 publications

References 160 publications

Information Technology, Food Service Quality and Restaurant Revisit Intention

Information Technology, Food Service Quality and Restaurant Revisit Intention

Do efforts to address safety pay off? Evidence from the sharing economy in the post–pandemic world

Predicting customer loyalty to Airbnb using PLS-SEM: the role of authenticity, interactivity, involvement and customer engagement

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