A data-driven approach to guest experiences and satisfaction in sharing

Xu, Faye, La, Liqing, Zhen, Feng, Tobsang, Tashi and Huang, Chao (2019) A data-driven approach to guest experiences and satisfaction in sharing. Journal of Travel and Tourism Marketing, 36 (4). pp. 484-496. ISSN 1054-8408

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Accommodation sharing provides unique experiences for tourists. This study collects 33,892 guest reviews of Airbnb. A text analytic approach to deconstruct the nature of sharing experiences is explored. The data-driven approach extracts the following dimensions contributing to the core experiences of sharing, namely, housing, location, host-guest interaction, facility, overall sensation and others. A regression analysis further demonstrates a strong association between attributes of sharing experiences and guest satisfaction. Factors such as room facilities and home experience convey different semantic space and significantly affect guest satisfaction. They serve as hygiene factor and motivator, respectively, confirming the two-factor theory.

Item Type: Article
Identifier: 10.1080/10548408.2019.1570420
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Travel and Tourism Marketing on 26/02/19, available online: https://www.tandfonline.com/10.1080/10548408.2019.1570420.
Keywords: Sharing economy, experiences, satisfaction, text analytics, Airbnb
Subjects: Hospitality and tourism > Tourism
Related URLs:
Depositing User: Faye Xu
Date Deposited: 05 Jun 2020 15:49
Last Modified: 28 Aug 2021 07:13
URI: https://repository.uwl.ac.uk/id/eprint/7014


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