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This paper aims to address three research questions (1) Who is the main stakeholder that shapes Airbnb experience, (2) Does Airbnb offers an authentic travel experience? and (3) What should be the future research trends in Airbnb?

This paper uses the systematic literature review (SLR) with a well-defined protocol, research strategy and methods to answer the research questions.

The review revealed that while Airbnb plays a significant role as the platform provider, the stakeholders influencing the experiences are multifaceted. Hosts, guests, local communities and even regulatory bodies all contribute to shaping the overall Airbnb Experience ecosystem. Hosts, in particular, have a crucial role in curating and delivering unique experiences, which significantly impacts the quality and authenticity of the offerings. On the question of whether Airbnb offers an authentic travel experience, the review uncovered mixed findings. For examples, some studies emphasized the potential for Airbnb to provide authentic and local experiences, allowing travelers to engage with the community and cultural aspects of a destination. However, other studies raised concerns about the commodification and standardization of experiences, leading to a potential loss of authenticity.

This paper is different from previous SLR where previous research systematically reviewed; motivations to use and choose Airbnb, institutionalization of Airbnb, stakeholders of Airbnb. This paper addresses authentic experience as a factor that influences activity participation.

This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers.

The study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service.

User misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours.

The trustworthiness of the stories could not be assessed.

The presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category.

The paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.

This paper aims to provide a comprehensive understanding of Vietnamese consumers’ perceived value and to explore the relationships between its constructs, satisfaction and (e)word-of-mouth (WOM) intentions towards Airbnb. Moreover, the relationship between traditional WOM and electronic WOM (eWOM) was also investigated.

An electronic survey was applied to collect data on a sample of Vietnamese Airbnb guests. A total of 352 questionnaires were collected, from which 163 eligible Airbnb users remained for data analysis. The partial least square approach to structural equation modelling was used to analyse the data.

The findings suggested that monetary, functional and hedonic benefits significantly impact Vietnamese customer satisfaction (CS) with Airbnb accommodation, which, in turn, acts as a direct effect and mediator in encouraging customers’ (e)WOM-giving intentions. Moreover, traditional WOM intention positively influences eWOM giving intention.

This study provides a better comprehension of customers’ perceived value that influences CS and their (e)WOM intentions towards Airbnb. Secondly, it extends the literature on WOM intentions from the message communicator’s perspective by confirming the positive association between traditional and eWOM-giving intentions. Finally, this paper reveals insights into the sharing accommodation in a fast-growing market in South East Asia (Vietnam), which supports sharing accommodation platforms and service providers to develop appropriate marketing strategies.

本文旨在全面了解越南消费者的感知价值, 并探讨其结构、满意度和 (e) 对 Airbnb 的口碑意图之间的关系。此外, 还研究了传统口碑（WOM）和电子口碑（eWOM）之间的关系。

应用电子调查收集越南 Airbnb 客人样本的数据。共收集问卷 352 份, 剩余 163 名符合条件的 Airbnb 用户进行数据分析。 SEM 的偏最小二乘法用于分析数据。

调查结果表明, 货币、功能和享乐方面的好处显着影响越南客户对 Airbnb 住宿的满意度, 这反过来又在鼓励客户的 (e)WOM 给予意图方面起到直接作用和中介作用。此外, 传统口碑意向对网络口碑给予意向有正向影响。

本研究提供了对影响客户满意度的客户感知价值及其对 Airbnb 的 (e)WOM 意图的更好理解。其次, 它通过确认传统和 eWOM 给予意图之间的正相关关系, 从信息传播者的角度扩展了关于 WOM 意图的文献。最后, 本文揭示了东南亚（越南）快速增长市场中共享住宿的见解, 从而为共享住宿平台和服务提供商制定适当的营销策略提供支持。

This study aims to bridge the gaps in the extant literature on memorable tourism experiences (MTEs) and Airbnb by exploring the sources of negative memorable Airbnb experiences among Finnish guests.

This study used a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they must be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. The participants were selected using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews that were completed by 18 Finnish tourists who had stayed at an Airbnb property in the past three years.

Three main sources constitute the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service.

Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service-quality-management policies and strategies that are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their ability to handle complaints.

This study responds to the need to examine negative incidents that are a part of MTEs and the sources of negative memories. The originality of this study includes the extension of the existing literature on MTEs and Airbnb, as a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service has been proposed.

The purpose of this paper is to describe how the growing presence of Airbnb rentals, resulting partly from tourists’ increasing desire for transformative travel experiences, is ironically much more transformative for the host communities than the tourists themselves.

This paper provides a conceptual analysis linking the motivations of Airbnb guests with the impacts of Airbnb on host communities. It uses an experience economy lens, and is based on a review of the academic literature and of media stories related to Airbnb.

Many tourists are increasingly seeking transformative travel experiences, and Airbnb commonly will be appealing to such tourists. However, the capacity of Airbnb lodging to independently foster personal transformation is questionable. On the other hand, there is little doubt that Airbnb and its guests are producing significant transformations in host communities.

This paper contributes toward understandings of Airbnb and its impacts on destinations around the world. It, for the first time, links Airbnb guests’ travel motivations with Airbnb’s community impacts, and in doing so demonstrates parallels with past critiques of alternative tourism. This paper is also one of the first to examine Airbnb from the perspective of the experience economy.

This paper aims to explore the components of a negative memorable Airbnb experience.

Two studies of North American and British nationals were conducted online using an open-ended survey questionnaire with photo-elicitation via Amazon Mechanical Turk (MTurk). The grounded theory was used to analyse the collected data.

The findings of the current study are destination-specific and generalisation is limited. In addition, this study gathered data using an open-ended survey questionnaire with visual images (photo-elicitation technique) in MTurk. Moreover, the study participants were mainly Westerners.

Airbnb could provide hosts with a service quality checklist to warrant quality assurance across listings. Hosts must be informed, guided and monitored so that service quality standards are fulfilled. In addition, hosts should be incentivised to write an honest and accurate description of their listing.

Airbnb can provide hosts with a service quality checklist to ensure standardisation and quality assurance across listings. Hosts must be informed, guided and monitored so that service quality standards are fulfilled. In addition, hosts might benefit from training or workshops on the role of hosting and service quality management.

This is one of the first studies to explore the components of a negative memorable experience in the context of Airbnb.

负面的难忘体验：北美及英国Airbnb住客视角分析

在本文中, 我们探讨负面难忘的Airbnb体验的组成部分。

两项研究针对北美和英国居民的展开, 并使用亚马逊土耳其机器人（Amazon Mechanical Turk）来通过匿名调查问卷的方式在线进行照片提取。 采用扎根理论对收集到的数据进行了分析。

这项研究确定了负面令人难忘的Airbnb体验的三个最常见的组成部分：肮脏和恶劣的房间条件；恶劣的, 欺骗性的和粗鲁的主人行为；以及糟糕的客户服务。调查结果支持研究表明Airbnb的服务质量是不可预测的。

目前研究的结果是基于特定目的地的, 并且其概括性是有限的。 此外, 这项研究收集数据使用匿名调查问卷的MTurk视觉图像（照片提取技术）。 此外, 研究参与者主要是西方人。

爱彼迎可以为业主提供服务质量清单, 以保证整个列表款项的质量。 房主必须得到通知、指导和监测, 以便满足服务质量标准。 此外, 应该鼓励房主写一个诚实和准确的房源描述。

此研究在探索在Airbnb的背景下负面难忘体验的组成部分中处于领先地位。

爱彼迎, 记忆, 负面的难忘体验, 服务质量, 共享经济

研究论文

Experiencias negativas memorables: Perspectivas de los huéspedes de Airbnb de Norteamérica y Gran Bretaña

En este documento, exploramos los componentes de una experiencia negativa y memorable de las aerobombas.

Se realizaron dos estudios de ciudadanos norteamericanos y británicos en línea utilizando un cuestionario de encuesta abierto con foto-elicitación a través de Amazon Mechanical Turk. Se utilizó la teoría fundamentada para analizar los datos recogidos.

Este estudio identificó los tres componentes más comunes de las experiencias memorables negativas de las Airbnb: condiciones sucias y pobres de la habitación; comportamiento malo, engañoso y grosero del anfitrión; y un pobre servicio al cliente. Los resultados apoyan los estudios que indican que la calidad del servicio de Airbnb es impredecible.

Los hallazgos del estudio actual son específicos para cada destino y la generalización es limitada. Además, este estudio recopiló datos mediante un cuestionario de encuesta abierto con imágenes visuales (técnica de fotoelicitación) en MTurk. Además, los participantes del estudio eran principalmente occidentales.

Airbnb podría proporcionar a los anfitriones una lista de control de calidad del servicio para garantizar la calidad de los listados. Los anfitriones deben ser informados, guiados y monitoreados para que se cumplan los estándares de calidad del servicio. Además, se debería incentivar a los anfitriones para que escriban una descripción honesta y precisa de su listado.

Este es uno de los primeros estudios que explora los componentes de una experiencia negativa y memorable en el contexto de Airbnb.

Calidad de servicio, Memoria, Airbnb, Economía de compartir, Experiencia negativa memorable

Trabajo de investigación

Although networked hospitality businesses as Airbnb are a recent phenomenon, a rapid growth has made them a serious competitor for the hospitality industry with important consequences for tourism and for tourist destinations. The purpose of this paper is to analyse the nature of the phenomenon, its potential further development in the next five years and the impact this developments will have on tourism, on hotels and on city destinations.

A literature study, combined with scenario workshops and a Delphi panel, were used to map current trends and uncertainties. With this input, future scenarios were elaborated using the Global Business Network (“scenario cross”) method.

Network platforms as Airbnb are often classified under something called the “Sharing Economy”, a denomination that obscures their true nature. Airbnb is a challenging innovation to which traditional hospitality will have to respond. Its impact has at the same time led to a call for regulatory policies. The definition of these policies and the evolution of tourism are variables that determine future scenarios. Attempts to ban the phenomenon mean a disincentive to innovation and protect oligopolistic markets; more receptive policies may have the desired results if tourism grows moderately but in booming destinations they may lead to a harmful commercialization.

Until now, Airbnb has been described in conceptual studies about the so-called “Sharing economy”, or more recently in empirical studies about isolated effects of holiday rentals. This paper contextualizes the evolution of networked hospitality and seeks to synthesize the sum of its impacts, thus enabling businesses and local governments to define positions and strategies.

Due to product diversity, traditional quality signals in the hotel industry such as star ratings and brand affiliation do not work well in the accommodation booking process on the sharing economy platform. From a suppliers’ perspective, this study aims to apply the signaling theory to the booking of Airbnb listings and explore the influence of quality signals on the odds of an Airbnb listing being booked.

A binomial logistic model is used to describe the influences of different attributes on the market demand. Because of the large sample size, sequential Bayesian updating method is utilized in hospitality and tourism field for the first attempt.

Results show that, in addition to host-specific information such as “Superhost” and identity verification, attributes including price, extra charges, region competitiveness and house rules are all effective signals in Airbnb. The signaling impact is more effective for the listings without any review comments.

This study contributes to the literature by incorporating the signaling theory in the analysis of booking probability of Airbnb accommodation. The research findings are valuable to hosts in improving their booking rates and revenue. In addition, government and industrial management organizations can have more efficient strategy and policy planning.

This paper explores how Airbnb hosts' experiences with and responses to the coronavirus disease 2019 (COVID-19) health crisis may differ according to their motivations to host and to the type and spatial layout of their Airbnb accommodation. Based on these insights, the paper reflects on the lessons that are learned for the future of short-term rentals.

This is a qualitative multi-method small-scale case study, which relies on in-depth interviews and a focus group discussion carried out with a group of hosts affiliated to the Airbnb Host Community in Aarhus, Denmark. Informed by an interpretivist approach, the study aims to make sense of people's subjective experiences with hosting on the Airbnb platform, and how they have continued and adapted their hospitality practices during the pandemic.

Participants' adaptive practices vary according to their motivations to host and the type of accommodation that they rent out. Although all hosts in this study now implement more intensive cleaning practices, hosts who stay with their guests onsite tend to take stricter preventative measures to avoid contamination and transmission of the virus in their social interactions with guests. On the contrary, hosts who rent out their entire properties and have minimal contact with their guests found themselves less affected by the pandemic's impacts and have had a continued demand for their properties.

The COVID-19 pandemic has unevenly affected Airbnb hosts. Hosts who share their homes with guests require different adaptations to their daily behaviour and cleaning practices at home than hosts who do not stay with their guests and rent out entire properties. However, unlike professional hosts who largely or solely rely on Airbnb for their income, occasional home-sharing hosts tend to be more flexible in coping with cancelled or fewer bookings.

This study provides novel insights into the uneven impact of the COVID-19 pandemic on participants in the platform economies of tourism. It contributes to existing literature on the impacts of the pandemic on Airbnb's operations by showing how hosts' adaptive practices are informed by their subjective living conditions and the type of accommodation they can offer their guests.

This qualitative study aims to explore the activities that guests perform while staying in Airbnbs, emotions associated with these experiences and the components of memorable Airbnb experiences.

An empirical study of a qualitative nature was conducted using a self-administered open-ended questionnaire among tourists who had stayed in an Airbnb in the past three years. Data were collected using two different sources for triangulation purposes, referred to as Studies 1 and 2.

Many respondents reported conducting similar activities while at home and while staying in an Airbnb, supporting Burch’s (1969) spill-over theory. Travellers mostly recalled mundane activities, such as cooking. The results suggest that the spill-over effect is more prevalent in the Airbnb context than in other accommodation types, as one often travels from one’s own home to another’s home. Respondents associated their Airbnb experience with the positive emotion of joy. Respondents mentioned numerous reasons for having felt joy during their Airbnb experiences, such as sharing the trip with travel companions and spending time with friends.

Airbnb should clearly define host’s tasks and responsibilities, hosts should treat guests in a friendly manner, which includes resolving any problems they face in relation to the rental property.

This paper proposes a new conceptual framework for a memorable Airbnb experience, which comprises several components: socialising and bonding with friends and family members, location, the host’s hospitality, a homely feeling, home amenities and negative experiences (the poor condition of the room and a dishonest host).