Beyond satisfaction: A hierarchical model of three distinct guest experience types in peer-to-peer accommodation

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-10-07 DOI:10.1016/j.ijhm.2025.104465

Pantea Foroudi , Akiko Ueno , Charles Dennis , Nektarios Tzempelikos , Afsaneh Bagheri

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Abstract

This paper develops and empirically tests a hierarchical model of service quality in peer-to-peer (P2P) accommodation, focusing on guest experiences and behavioral intentions before and after the COVID-19 pandemic. A conceptual model was developed from Airbnb review comments and tested through a survey. Post-pandemic, 47 follow-up interviews informed an updated model, followed by a second survey to capture shifts in guest perceptions. The findings suggest that P2P accommodation guests allocate considerable processing resources to cognitive cues (deliberative route) and emotional ones (experiential route) in decision making. Also, the study indicates that quality evaluation leads to guest experiences, namely, congenial, affective and intellectual, which ultimately result in behavioral intentions. The study advances service quality theory in the sharing economy context, responds to recent calls in the literature for a deeper theorization of P2P accommodation experiences, and offers managerial insights for hosts and policy makers navigating post-pandemic recovery.

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超越满意度：点对点住宿中三种不同的客人体验类型的分层模型

本文开发并实证检验了P2P住宿服务质量的分层模型，重点关注2019冠状病毒病大流行前后的客人体验和行为意图。从Airbnb的评论中开发了一个概念模型，并通过调查进行了测试。大流行后，47次后续访谈为更新的模型提供了信息，随后进行了第二次调查，以捕捉客人看法的变化。研究结果表明，P2P住宿客人在决策过程中，将相当多的加工资源分配给了认知线索（审议路线）和情感线索（体验路线）。研究还表明，质量评价会导致客人体验，即意趣、情感和智力体验，最终导致行为意图。该研究推进了共享经济背景下的服务质量理论，回应了最近文献中对P2P住宿体验更深入理论化的呼吁，并为房东和政策制定者在大流行后的复苏中提供了管理见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.