互动价值形成:Airbnb客人视角的驱动因素和结果

IF 3.1 4区 管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM
Erose Sthapit, P. Bjork
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引用次数: 13

摘要

本研究探讨了互动价值的形成,特别是在Airbnb背景下,共同创造、共同破坏和共同恢复这三种价值结果的潜在驱动因素。这项研究的重点是Airbnb客人在网上发布的英文评论。这些帖子包含了客户在Trustpilot上对Airbnb的积极和消极体验。数据分析揭示了两个主要主题,反映了价值共同创造、共同破坏和共同恢复的驱动因素(公司的客户服务和房东的行为)。首先,在一次服务失败后,很多客人都经历了价值共毁,因为他们觉得Airbnb的客服代表不能及时、恰当地解决他们的问题,而客服代表利用成功的恢复努力,作为价值共毁的解药,从而有助于价值共毁。第二,主人的友好行为,包括主人和客人之间的及时沟通,导致价值共创。相反,主人的沟通不足和不道德的行为导致客人之间的价值共毁,导致他们的幸福感下降。研究结果表明,特定的价值维度可以单独作为价值共同创造或共同恢复的来源,而它们在互动价值形成过程中的整合不足导致价值共同破坏。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Interactive value formation: drivers and outcomes from Airbnb guests’ perspectives
ABSTRACT This study explores interactive value formation, particularly the underlying drivers of three value outcomes in the Airbnb context: co-creation, co-destruction and co-recovery. The study focuses on reviews posted online by Airbnb guests in English. These posts contained customers’ positive and negative experiences with Airbnb on Trustpilot. The data analysis uncovered two main themes that reflected the drivers of value co-creation, co-destruction and co-recovery (company’s customer service and hosts’ actions). First, after a service failure, many guests experienced value co-destruction because they felt that Airbnb’s customer service agents could not solve their problems in a timely and proper manner, while the use of successful recovery efforts by the service agents served as an antidote to value co-destruction, thereby contributing to value co-recovery. Second, host’s friendly behaviour, including prompt communication between the host and the guest, led to value co-creation. On the contrary, inadequate communication and unethical actions by the host generated value co-destruction among the guests and resulted in a decline in their well-being. The findings suggest that particular value dimensions can individually act as a source of either value co-creation or co-recovery, while their inadequate integration in the interactive value formation processes leads to value co-destruction.
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来源期刊
CiteScore
7.90
自引率
8.30%
发文量
14
期刊介绍: Scandinavian Journal of Hospitality and Tourism is the leading Nordic journal for hospitality and tourism research. SJHT aims at initiating and stimulating high-impact and innovative research relevant for academics and practitioners within the hospitality and tourism industries. The journal takes an interdisciplinary approach including, but not limited to geography, psychology, sociology, history, anthropology, and economics. SJHT encourages research based on a variety of methods, including both qualitative and quantitative approaches. The journal covers all types of articles relevant to the Nordic region, as well as the North Atlantic, North Sea and Baltic regions. We also welcome reviews and conceptual articles with a broader geographical scope that clearly enhance the theoretical development of the hospitality and tourism field. In addition to research articles, we welcome research notes and book reviews. Published articles are the result of anonymous reviews by at least two referees chosen by the editors for their specialist knowledge.
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