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You never know what you will get in an Airbnb: poor communication destroys value for guests

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  • Erose Sthapit
  • Jano Jiménez-Barreto

Abstract

This study explores the antecedents of value co-destruction in the context of a new form of accommodation, Airbnb. Data were gathered using semi-structured interviews from people who had stayed in Airbnb accommodations during the previous 12 months. A total of 21 interviews were conducted, of people representing five nationalities. Using the grounded theory approach, the findings indicate that poor communication between the guest and host was one of the main reasons contributing to value co-destruction during the Airbnb accommodation experience. From the guest perspective, value co-destruction due to poor communication resulted in unexpected resource losses, including time and money. One interviewee also regretted the lost experience. Although the majority of the interviewees did not have negative Airbnb accommodation experiences, some did not experience a reciprocal and mutually beneficial relationship.

Suggested Citation

  • Erose Sthapit & Jano Jiménez-Barreto, 2019. "You never know what you will get in an Airbnb: poor communication destroys value for guests," Current Issues in Tourism, Taylor & Francis Journals, vol. 22(19), pages 2315-2318, November.
    • Handle: RePEc:taf:rcitxx:v:22:y:2019:i:19:p:2315-2318
    DOI: 10.1080/13683500.2018.1475469
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    Cited by:

    1. Giulia Contu & Luca Frigau & Marco Ortu, 2023. "VGLM proportional odds model to infer hosts’ Airbnb performance," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(5), pages 4069-4094, October.
    2. Nicola Camatti & Giacomo Tollo & Gianni Filograsso & Sara Ghilardi, 2024. "Predicting Airbnb pricing: a comparative analysis of artificial intelligence and traditional approaches," Computational Management Science, Springer, vol. 21(1), pages 1-25, June.
    3. Yuan, Ruizhi & Chen, Yanyan & Mandler, Timo, 2024. "It takes two to tango: The role of interactivity in enhancing customer engagement on sharing economy platforms," Journal of Business Research, Elsevier, vol. 178(C).

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