Exploring the customer experience with Airbnb
International Journal of Culture, Tourism and Hospitality Research
ISSN: 1750-6182
Article publication date: 23 September 2019
Issue publication date: 10 December 2019
Abstract
Purpose
The purpose of this study is to investigate the multi-dimensional structure of the Airbnb customer experience and to examine the influences of this experience on behavioral outcomes.
Design/methodology/approach
A multi-phase methodology was adopted using a survey questionnaire to explore the dimensions. Data were collected from a sample of 561 Airbnb users in the USA. Exploratory factor analysis and confirmed factor analysis were conducted to evaluate the reliability and validity of the scale.
Findings
First, the results support the hypothesis that the Airbnb customer experience comprises four dimensions: home benefits, personalized services, authenticity and social connection. Second, the study demonstrates that these dimensions significantly influence customers’ behavioral intentions.
Research limitations/implications
The use of a US Airbnb users sample may affect the generalizability of the results.
Practical implications
The findings of this study provide insights for Airbnb hosts and hotel managers. More specifically, this study offers suggestions to Airbnb hosts about how to enhance their services to customers based on the four experience dimensions and to hotels about how they can compete with Airbnb on the four experience dimensions.
Originality/value
This study provides an important theoretical framework for measuring the Airbnb customer experience through an empirical examination.
Keywords
Citation
Li, J., Hudson, S. and So, K.K.F. (2019), "Exploring the customer experience with Airbnb", International Journal of Culture, Tourism and Hospitality Research, Vol. 13 No. 4, pp. 410-429. https://doi.org/10.1108/IJCTHR-10-2018-0148
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited