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Host and guest value co-creation and satisfaction in a shared economy: The case of Airbnb

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  • Park Thaichon
  • Jiraporn Surachartkumtonkun
  • Anubhuti Singhal
  • Artem Alabastro

Abstract

The aim of the study is to determine the factors that lead to host and guest satisfaction and value co-creation in the shared economy offered by Airbnb. The study interviews Australian Airbnb hosts and guests in a semi-structured format. Six primary and three secondary factors emerge from the interview data. Primary factors impact both hosts and guests, while secondary factors impact either hosts or guests. Primary factors include (1) economic benefits, (2) authenticity, (3) human interaction, (4) convenience, (5) security, and (6) privacy. Secondary factors include (1) service quality, (2) surprises, and (3) business ownership. Both guests and hosts are Airbnb customers; the current study is one of the first to analyze a shared economy from two different customer perspectives.

Suggested Citation

  • Park Thaichon & Jiraporn Surachartkumtonkun & Anubhuti Singhal & Artem Alabastro, 2020. "Host and guest value co-creation and satisfaction in a shared economy: The case of Airbnb," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 30(4), pages 407-422, October.
    • Handle: RePEc:taf:jgsmks:v:30:y:2020:i:4:p:407-422
    DOI: 10.1080/21639159.2020.1752278
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    Cited by:

    1. Adam Pawlicz & Ema Petaković & Ana-Marija Vrtodušić Hrgović, 2022. "Beyond Airbnb. Determinants of Customer Satisfaction in P2P Accommodation in Time of COVID-19," Sustainability, MDPI, vol. 14(17), pages 1-15, August.
    2. Akbari, Morteza & Foroudi, Pantea & Khodayari, Maryam & Zaman Fashami, Rahime & Shahabaldini parizi, Zahra & Shahriari, Elmira, 2022. "Sharing Your Assets: A Holistic Review of Sharing Economy," Journal of Business Research, Elsevier, vol. 140(C), pages 604-625.
    3. Zhang, Huihui & Zach, Florian J. & Xiang, Zheng, 2023. "Design standardization by Airbnb multi-unit hosts," Annals of Tourism Research, Elsevier, vol. 98(C).

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