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

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

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.

近年来, 共享经济发展迅速。四大业务推动共享经济领域的增长:娱乐, 汽车和交通, 酒店和零售。共享经济为微型企业家创造机会, 建立创新的商业模式, 为客户提供独特的价值观。Airbnb是当今最成功的例子之一, 也是共享经济的先驱。Airbnb是一个在线市场, 将拥有可出租住宿的当地房东与寻找此类住宿的旅行者联系在一起。该公司在191个国家和地区的65,000多个城市运营。Airbnb的颠覆性创新动摇了传统的旅游住宿行业。该公司允许微型企业家为来自世界各地的游客提供旅游住宿和独特的当地体验。因此, Airbnb对长期占主导地位的酒店和住宿供应商构成了重大挑战。

研究的目的是确定在Airbnb提供的共享经济中, 导致主客满意和价值共同创造的因素。这项研究以半结构化的形式采访了澳大利亚Airbnb的房东和房客。从访谈数据中可以看出六个主要因素和三个次要因素。主要因素影响主人和客人, 次要因素影响主人或客人。主要因素包括 (1) 经济效益, (2) 真实性, (3) 人际互动, (4) 便利性, (5) 安全性, (6) 隐私。次要因素包括 (1) 服务质量, (2) 惊喜, (3) 企业所有权。房客和房东都是Airbnb的客户; 本研究是第一个从两种不同的客户角度分析共享经济的研究。

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