“(S)he’s so hearty”: Gender cues, stereotypes, and expectations of warmth in peer-to-peer accommodation services

Pino, Giovanni; Zhang, Carol Xiaoyue; Wang, Ziyou

doi:10.1016/j.ijhm.2020.102650

Cited by 10 publications

(9 citation statements)

References 71 publications

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“…Because it exhibits positive associations with customers’ likability, perceived service quality, and subsequent attitudes and satisfaction (Fan & Mattila, 2021). Pino et al (2020) also found that enhanced customers’ expectations of warmth lead to increased reservation intentions. Service warmth evaluation typically has a positive impact on willingness to pay, loyalty, and word of mouth (Gao & Mattila, 2014; Pino et al, 2020; Smith et al, 2016).…”

Section: Literature Reviewmentioning

confidence: 87%

“…In the context of the hospitality industry, customers’ perceived warmth is largely shaped during service interactions that take place through direct contact with service providers (Bufquin et al, 2017; Parasuraman et al, 1985). Especially in P2P accommodation, a major role is played by hosts and employees in conveying a sense of warmth to customers (Gao & Mattila, 2014; Pino et al, 2020). Hosts treat customers similarly to their friends or relatives, providing a home-like environment that fosters a sense of service warmth and differentiates homestay from traditional hotels (X.…”

Section: Literature Reviewmentioning

confidence: 99%

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A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

Liu,

Shi,

et al. 2023

Sage Open

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The hotel industry is placing increasing emphasis on customers’ perception of service warmth. However, the current methods for measuring customers’ perception of service warmth are limited to sample surveys. Thus, a two-stage quantitative approach was adopted in this study to develop a novel measuring instrument. By leveraging big data analysis and machine learning techniques, a weighted lexicon of 95 words was identified, which can be utilized to assess customers’ perception of enthusiasm toward P2P accommodation services. The effectiveness of this new measurement tool was tested through two methods: a five-fold cross-validation approach and multiple regression with controlled variables. The instrument developed in this study enables comparable measurement results of perceived service enthusiasm across different accommodation units. Furthermore, this research contributes to the knowledge of measurement instrument development in the era of big data. The practical implications of using the weighted word list are also discussed.

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Section: Literature Reviewmentioning

confidence: 87%

Section: Literature Reviewmentioning

confidence: 99%

A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

Liu,

Shi,

et al. 2023

Sage Open

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“…Individuals usually have different opinions about gender stereotypes, and societies tend to accept crossovers in traditional gender roles (Pino et al 2020). However, negative social feedback may be received by acting outside the gender role (Lee 2008).…”

Section: Gender Stereotyping Tendencymentioning

confidence: 99%

Contemporary Research on Management and Business

Noviaristanti¹

2022

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This year, ISCRBM focused on research related to driving sustainable business through innovation. Business has had to deal with the COVID-19 pandemic, so a new approach towards managing business to survive competition is indispensable. Innovation is the key for all organizations in surviving in the new normal and beyond. The Seminar aimed to provide a forum for leading scholars, academics, researchers, and practitioners in the business and management area to reflect on the issues, challenges and opportunities, and to share the latest innovative research and best practices. This seminar brought together participants to exchange ideas on the future development of management disciplines: human resource, marketing, operation, finance, strategic management and entrepreneurship.

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“…As a result, the trust concern is not purely related to customers and service providers in the sharing economy context, as the role of hosts determines the nature of social interactions and trustworthiness. Here, the number of participants in the trust relationships are increased, thereby leading to increased complexity, risk and uncertainty (Tussyadiah & Park, 2018;Wang et al, 2019;Pino et al, 2020). Although the cognitive, affective and behavioural dimension of trust is present in every instance of trust to some extent, their qualitative mix across instances is different at levels of trust (Lewis & Weigert, 1985).…”

Section: Interpersonal and Institutional Trust Relationships In The S...mentioning

confidence: 99%

“…(e.g. Ert et al, 2016;Liang, Choi & Joppe, 2018;Lin, 2020;Pino et al, 2020). Such cognitive mechanisms help to abate guests' perceived risks associated with security concerns pertaining to possible physical harm, theft, loss of privacy or fraud.…”

Section: Interpersonal and Institutional Trust Relationships In The S...mentioning

confidence: 99%

When Hosts Trust Guests and Sharing Platforms: Trust in Sharing Economy

Zhang

Isaeva

2021

Journal of China Tourism Research

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The peer-to-peer accommodation business has become an important topic in tourism. While the sharing economy relies heavily on peer-to-peer interactions, understanding of this new form of business from the host perspective is still developing. Further, the study argues that the majority of existing studies have often primarily concentrated on Airbnb and therefore limit our understanding of the sharing economy. This study employs a sociological perspective to understand trust through the lens of Chinese hosts and their dynamic interactions with sharing platforms beyond Airbnb. Drawing on in-depth interviews, this qualitative study explores the complexities involved in hosts' interpersonal and institutional trusting relationships. A conceptual appraisal of the concept of trust in the Chinese context informs the empirical work. Specifically, the study identifies different types of hosts and how their way of being a host shapes their trust behaviours to both sharing platforms and guests.

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“(S)he’s so hearty”: Gender cues, stereotypes, and expectations of warmth in peer-to-peer accommodation services

Cited by 10 publications

References 71 publications

A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

A New Instrument for Measuring Customers’ Perceptions of Service Warmth: A Big Data and Machine Learning Approach

Contemporary Research on Management and Business

When Hosts Trust Guests and Sharing Platforms: Trust in Sharing Economy

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