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Airbnb customer experience: Evidence of convergence across three countries

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  • Brochado, Ana
  • Troilo, Michael
  • Shah, Aditya

Abstract

•We test convergence regarding customer experiences in the hospitality realm.•We examine 1,776 Airbnb web reviews across the US, Portugal, and India.•Using thematic analysis, we find support for convergence of consumer experiences.•Our contribution is this analysis and finding of consumer convergence.

Suggested Citation

  • Brochado, Ana & Troilo, Michael & Shah, Aditya, 2017. "Airbnb customer experience: Evidence of convergence across three countries," Annals of Tourism Research, Elsevier, vol. 63(C), pages 210-212.
    • Handle: RePEc:eee:anture:v:63:y:2017:i:c:p:210-212
    DOI: 10.1016/j.annals.2017.01.001
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    1. Ert, Eyal & Fleischer, Aliza & Magen, Nathan, 2016. "Trust and reputation in the sharing economy: The role of personal photos in Airbnb," Tourism Management, Elsevier, vol. 55(C), pages 62-73.
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    Cited by:

    1. von Richthofen, Georg & von Wangenheim, Florian, 2021. "Managing service providers in the sharing economy: Insights from Airbnb’s host management," Journal of Business Research, Elsevier, vol. 134(C), pages 765-777.
    2. Lasika Madhawa Munasinghe & Terans Gunawardhana & Nishani Champika Wickramaarachchi & Ranthilaka Gedara Ariyawansa, 2023. "Peer-to-Peer Accommodation User Experience: Evidence From Sri Lanka," SAGE Open, , vol. 13(4), pages 21582440231, October.
    3. Pantea Foroudi & Maria Palazzo & Karanikosova Sabina, 2023. "When Love Takes Over: Boosting Love Towards Airbnb Brand," Corporate Reputation Review, Palgrave Macmillan, vol. 26(4), pages 264-278, November.
    4. Jiang, Hongyan & Tan, Huimin & Liu, Yeyi & Wan, Fang & Gursoy, Dogan, 2020. "The impact of power on destination advertising effectiveness: The moderating role of arousal in advertising," Annals of Tourism Research, Elsevier, vol. 83(C).
    5. Anna Isabelle Gomes Pereira Santos & André Riani Costa Perinotto & Jakson Renner Rodrigues Soares & Tiago Savi Mondo & Priscila Cembranel, 2022. "Expressing the Experience: An Analysis of Airbnb Customer Sentiments," Tourism and Hospitality, MDPI, vol. 3(3), pages 1-21, August.
    6. Usman Ali & Huseyin Arasli & Furkan Arasli & Mehmet Bahri Saydam & Emel Capkiner & Emel Aksoy & Guzide Atai, 2023. "Determinants and Impacts of Quality Attributes on Guest Perceptions in Norwegian Green Hotels," Sustainability, MDPI, vol. 15(6), pages 1-29, March.
    7. Siebold, Nicole & Oelrich, Sebastian & Roche, Olivier P., 2023. "“I Am Your Partner, Am I Not?” An inquiry into stakeholder inclusion in platform organizations in times of crisis," Journal of Business Research, Elsevier, vol. 160(C).
    8. Salvador Garcia-Ayllon, 2018. "Urban Transformations as an Indicator of Unsustainability in the P2P Mass Tourism Phenomenon: The Airbnb Case in Spain through Three Case Studies," Sustainability, MDPI, vol. 10(8), pages 1-21, August.
    9. Nahid Malazizi & Habib Alipour & Hossein Olya, 2018. "Risk Perceptions of Airbnb Hosts: Evidence from a Mediterranean Island," Sustainability, MDPI, vol. 10(5), pages 1-23, April.
    10. Lim, Weng Marc & Yap, Sheau-Fen & Makkar, Marian, 2021. "Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading?," Journal of Business Research, Elsevier, vol. 122(C), pages 534-566.
    11. Zhihua Zhang & Rachel J. C. Chen & Lee D. Han & Lu Yang, 2017. "Key Factors Affecting the Price of Airbnb Listings: A Geographically Weighted Approach," Sustainability, MDPI, vol. 9(9), pages 1-13, September.
    12. Zhu, Yunxia & Cheng, Mingming & Wang, Jie & Ma, Laikun & Jiang, Ruochen, 2019. "The construction of home feeling by Airbnb guests in the sharing economy: A semantics perspective," Annals of Tourism Research, Elsevier, vol. 75(C), pages 308-321.
    13. Han, Chunjia & Yang, Mu, 2021. "Revealing Airbnb user concerns on different room types," Annals of Tourism Research, Elsevier, vol. 89(C).
    14. Xu, Xun & Zeng, Shuo & He, Yuanjie, 2021. "The impact of information disclosure on consumer purchase behavior on sharing economy platform Airbnb," International Journal of Production Economics, Elsevier, vol. 231(C).
    15. Ana Brochado & Carlos Brito & Adrien Bouchet & Fernando Oliveira, 2021. "Dimensions of Football Stadium and Museum Tour Experiences: The Case of Europe’s Most Valuable Brands," Sustainability, MDPI, vol. 13(12), pages 1-18, June.
    16. Yan Wang & Kang-Lin Peng & Pearl M. C. Lin, 2021. "Resilience of Tourists’ Repurchase Intention during the COVID-19 Pandemic: The Shared Accommodation Sector," Sustainability, MDPI, vol. 13(21), pages 1-14, October.
    17. Ian Sutherland & Kiattipoom Kiatkawsin, 2020. "Determinants of Guest Experience in Airbnb: A Topic Modeling Approach Using LDA," Sustainability, MDPI, vol. 12(8), pages 1-16, April.
    18. Deoksoo Ahn & Jun Heo & Chulwon Kim, 2020. "Developing a Cooperative Model Converging Both Convention and Medical Tourism Stakeholders: Based on Deutsch’s Cooperation Theory," Sustainability, MDPI, vol. 12(16), pages 1-15, August.
    19. Aruna Polisetty & Jikku Susan Kurian, 2021. "The Future of Shared Economy: A Case Study on Airbnb," FIIB Business Review, , vol. 10(3), pages 205-214, September.
    20. Zhihua Zhang & Rachel J. C. Fu, 2020. "Accommodation Experience in the Sharing Economy: A Comparative Study of Airbnb Online Reviews," Sustainability, MDPI, vol. 12(24), pages 1-11, December.
    21. Boavida, Nuno & Moniz, António, 2019. "Work in digital platforms: Literature review and exploratory interviews in Portugal," MPRA Paper 108571, University Library of Munich, Germany.
    22. Cheng, Mingming & Zhang, Guojie, 2019. "When Western hosts meet Eastern guests: Airbnb hosts' experience with Chinese outbound tourists," Annals of Tourism Research, Elsevier, vol. 75(C), pages 288-303.
    23. Filieri, Raffaele & Alguezaui, Salma & Galati, Francesco & Raguseo, Elisabetta, 2023. "Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis," Journal of Business Research, Elsevier, vol. 167(C).

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