Experiencing P2P accommodations: Anecdotes from Chinese customers

Jing Lyu, Mimi Li, Rob Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

33 Citations (Scopus)

Abstract

This study explores the key dimensions and attributes of Chinese customers’ experiences with peer-to-peer (P2P) accommodations through Airbnb in China. Thirty-four in-depth interviews were conducted with Airbnb customers. Results suggest that seven dimensions underpin the customer experience with P2P accommodations: physical utility, sensorial experience, core service, guest-host relationship, sense of security, social interaction, and local touch. This indicates that unlike traditional commercial hotels, P2P accommodations appeal to customers to a larger extent for their social and cultural characteristics. Implications are provided for stakeholders, including P2P accommodation practitioners and users, to co-create experiential value.

Original languageEnglish
Pages (from-to)323-332
Number of pages10
JournalInternational Journal of Hospitality Management
Volume77
DOIs
Publication statusPublished - Jan 2019

Keywords

  • Airbnb
  • Customer experience
  • Peer-to-peer accommodations
  • Sharing economy

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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