The Effects of Unfulfilled Preferential Treatment and Review Dispersion on Airbnb Guests’ Attitudes and Behavior

IF 4.4 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality & Tourism Research Pub Date : 2021-12-27 DOI:10.1177/10963480211066960

Xiaoyun Zheng, Lu Zhang, Nathaniel D. Line, Wei Wei

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引用次数: 5

Abstract

In sharing accommodation business such as Airbnb, while the provision of personalized amenities and services may seem like good business, hosts should be aware of the potential unintended consequences when they are not able to deliver what they promise. The present research examines how expectation gaps created by guest reviews interact with different types of preferential services to subsequently affect consumer behavior in the peer-to-peer accommodation economy. Grounded in attribution theory, this study offers new insights on customer responses to unfulfilled preferential treatment. The results suggest that in the condition of utilitarian services (e.g., airport transportation), participants in the low dispersion condition exhibited more negative attitudes, a lower level of repurchase intention, and a decreased willingness to write an online review. Conversely, in the condition of hedonic services (e.g., perform a talent show), expectation discrepancy did not result in different consumer evaluations across the dispersion conditions.

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未实现优惠待遇和审核分散对Airbnb客人态度和行为的影响

在Airbnb这样的共享住宿业务中，虽然提供个性化的设施和服务似乎是一笔不错的生意，但房东应该意识到，当他们无法兑现承诺时，可能会带来意想不到的后果。本研究考察了客人评论产生的期望差距如何与不同类型的优惠服务相互作用，进而影响点对点住宿经济中的消费者行为。本研究以归因理论为基础，对顾客未履行优惠待遇的反应提供了新的见解。结果表明，在功利服务(如机场交通)条件下，低分散条件下的参与者表现出更多的负面态度，更低的再购买意愿，更低的在线评论意愿。相反，在享乐服务条件下(例如，表演才艺表演)，期望差异并没有导致不同分散条件下消费者的不同评价。

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

Journal of Hospitality & Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

10.10

自引率

9.50%

发文量

期刊介绍： The Journal of Hospitality & Tourism Research (JHTR) is an international scholarly research journal that publishes high-quality, refereed articles that advance the knowledge base of the hospitality and tourism field. JHTR focuses on original research, both conceptual and empirical, that clearly contributes to the theoretical development of our field. The word contribution is key. Simple applications of theories from other disciplines to a hospitality or tourism context are not encouraged unless the authors clearly state why this context significantly advances theory or knowledge. JHTR encourages research based on a variety of methods, qualitative and quantitative.