My bad for wanting to try something unique: sources of value co-destruction in the Airbnb context

ABSTRACT

The present study explores the antecedents of value co-destruction – in the sharing economy context, specifically with respect to Airbnb. The study focuses on negative reviews from Airbnb customers, which were typed in English and posted online. The research employed five keywords, ‘bad’, ‘awful’, ‘poor’, ‘terrible’, and ‘horrible’, to capture the online narratives linked to customers’ negative experiences with Airbnb. Out of the 2,733 online reviews screened, the study focused on 694 negative reviews. The data analysis followed the grounded theory approach, resulting in two distinct themes reflecting the antecedents of value co-destruction: the bad behaviour of Airbnb hosts and the company's poor customer service. These findings contrast with previously studies, which have indicated Airbnb's remarkable customer satisfaction levels as evidenced by positive user reviews. The managerial implications of the present study's results indicate that Airbnb should clearly invest additional resources to minimize the negative experiences of its customers; by clearly defining the hosts’ tasks and responsibilities. In addition, when customers report their dissatisfaction, their concerns should be addressed promptly and effectively through good customer service.     

You never know what you will get in an Airbnb: poor communication destroys value for guests

ABSTRACT

This study explores the antecedents of value co-destruction in the context of a new form of accommodation, Airbnb. Data were gathered using semi-structured interviews from people who had stayed in Airbnb accommodations during the previous 12 months. A total of 21 interviews were conducted, of people representing five nationalities. Using the grounded theory approach, the findings indicate that poor communication between the guest and host was one of the main reasons contributing to value co-destruction during the Airbnb accommodation experience. From the guest perspective, value co-destruction due to poor communication resulted in unexpected resource losses, including time and money. One interviewee also regretted the lost experience. Although the majority of the interviewees did not have negative Airbnb accommodation experiences, some did not experience a reciprocal and mutually beneficial relationship.     

The impact of sharing accommodation on the hotel occupancy rate in the kingdom of Swaziland

This paper examines the relationship and impact of sharing accommodation on the hotel occupancy rate (HOR) from a developing country perspective. Using panel data on the monthly HOR and the number of Airbnb room occupancy rate for the periods 2012–2016 and 2015–2016, respectively, the study applies a hierarchical regression model to respond to the research questions. The Pearson correlation test reveals a positive relationship between the HOR and Airbnb room occupancy rate, thus indicating that an increase in the hotel room occupancy rate moves in tandem with a rise in the Airbnb room occupancy rate. Further test revealed that increase in the Airbnb room occupancy rate coincided with an increase in the hotel room occupancy rate. In addition, the Airbnb platform was found to appeals to a different tourist market profile than does that of hotels, and that, therefore, the two products may be viewed as non-competitors. Furthermore, inconsistencies in regulatory provisions, in terms of which hotels are required to undergo various legal procedures as opposed to such platforms, are evident. The study recommends that the Swaziland Government should undertake stakeholder consultations aimed at developing regulations to manage and monitor sharing accommodation platform participants that will incorporate its innovative and diverse dimensions. The study is important as it provides insights into tourism destination managers on the impact of the sharing economy from a developing country perspective where empirically based research that could be useful in policy formulation is scant.     

A comparative automated content analysis approach on the review of the sharing economy discourse in tourism and hospitality

Using the sharing economy (SE) as the context, this article provides a coherent and nuanced methodological understanding of automated content analysis (ACA) in tourism and hospitality (TH) field. By adopting a comparative ACA approach, the paper compares the current TH Western academic literature of the SE with news media discourse in TH from the period 2011–2016 (August) (inclusive). The emerging issues from the news media discourse, such as mobility, SE companies and the role of government, are absent in current tourism academic research. Findings reveal that ACA can facilitate a more systematic comparison between different sources of data. This paper offers a starting point for tourism scholars to methodologically engage with ACA that can draw useful insights on a particular context.     

Eating with EatWith: analysing tourism-sharing economy consumers

In recent years, a growing body of research has analysed tourism-sharing economy users. While several studies have revealed the specific motivations of tourists for participating in such activities, there is an apparent lacuna with regard to understanding the generic motivations of such consumers. In response to this literature gap, the current study explores the motivations of these users, aiming to shed light on their values, lifestyles and consumption preferences. The motivations of sharing economy users were examined using a quantitative survey involving 738 consumers of EatWith – a global sharing economy marketplace that offers a communal dining experience. The study's findings indicate that EatWith users have the generic primary motivation of achievement. The findings present several contributions to scholars and practitioners, and propose that sharing economy users are affected both by the specific motivations of social considerations, environmental considerations and economic considerations, and by their primary motivations of ideals, achievement and self-expression.     

Coordination of a socially responsible supply chain using revenue sharing contract

This paper explores coordination of a corporate social responsible (CSR) manufacturer–retailer chain by considering two cases, CSR retailer and CSR manufacturer. In manufacturer-Stackelberg game setting revenue sharing (RS) contract is used to coordinate the channel. It is found that CSR retailer’s perfect welfare maximizing motive resolves channel conflict, otherwise RS contract coordinates the channel. Wholesale price of RS contract is higher than marginal production cost above a threshold of CSR in one case and is negative above a threshold of CSR in the other. Also, CSR manufacturer’s pure profit is negative above a threshold of CSR.     

Attitudes,norms and difficulties underlying road sharing intentions as drivers and cyclists: Evidence from the Czech Republic

Cycling-inclusive urban planning is attracting attention worldwide because of the environmental, health, economic, and transport benefits inherent to cycling from the individual and the societal perspectives. The Czech Republic is one of the emerging cycling countries that are trying to promote and support cycling, but cycling mode shares are low because of the poor quality of the scarce infrastructure and the psychological barrier of the perceived lack of safety when cycling in mixed traffic. This study takes a multimodal approach based on the Theory of Planned Behaviour and focuses on the factors underlying the willingness to share the road from the perspective of cyclists and drivers: positive attitudes toward cycling, positive attitudes toward cyclists’ behavior, social norms toward cycling and anxiety to share the road. A web-based questionnaire was tailor-designed and administered in the Czech Republic via social networks, web forums, and the Civinet network, and a hybrid bivariate-ordered model tested the behavioral framework. Results show that the willingness to share the road as a cyclist or as a driver relates positively to positive attitudes towards cycling and cyclists’ behavior, and negatively to the anxiety of sharing the road. Moreover, mediator effects are observed and a clear relation emerges between the experience on the road as both a cyclist and a driver on the willingness to share the road as a cyclist. Lastly, results show that the factors underlying road sharing intentions are related significantly to gender, travel habits, and perceived personal and infrastructure-related barriers to cycling.     

Understanding the usage of dockless bike sharing in Singapore

A new generation of bike-sharing services without docking stations is currently revolutionizing the traditional bike-sharing market as it dramatically expands around the world. This study aims at understanding the usage of new dockless bike-sharing services through the lens of Singapore's prevalent service. We collected the GPS data of all dockless bikes from one of the largest bike sharing operators in Singapore for nine consecutive days, for a total of over 14 million records. We adopted spatial autoregressive models to analyze the spatiotemporal patterns of bike usage during the study period. The models explored the impact of bike fleet size, surrounding built environment, access to public transportation, bicycle infrastructure, and weather conditions on the usage of dockless bikes. Larger bike fleet is associated with higher usage but with diminishing marginal impact. In addition, high land use mixtures, easy access to public transportation, more supportive cycling facilities, and free-ride promotions positively impact the usage of dockless bikes. The negative influence of rainfall and high temperatures on bike utilization is also exhibited. The study also offered some guidance to urban planners, policy makers, and transportation practitioners who wish to promote bike-sharing service while ensuring its sustainability.     

Transitional economy tourism: German travel consumers' perceptions of Lithuania

This paper examines the current status of tourism in Lithuania as well as potential German tourists' perceptions of Lithuania as a tourist destination. As tourism is an important source of foreign exchange and provides jobs for a large number of people, the Lithuanian Government is quite interested in increasing the number of tourists visiting the country. Data gathered at the International Tourism Exchange in Berlin was analysed and recommendations made concerning marketing techniques that could be used to increase tourism from the European Union and other western countries. Copyright © 2003 John Wiley &Sons, Ltd.     

Inequalities in the London bicycle sharing system revisited: impacts of extending the scheme to poorer areas but then doubling prices

Cycling confers transport, health and environmental benefits, and bicycle sharing systems are an increasingly popular means of promoting urban cycling. Following the launch of the London bicycle sharing system (LBSS) in 2010, women and residents of deprived areas were under-represented among initial users. This paper examines how the profile of users has changed across the scheme’s first 3 years, using total-population registration and usage data. We find that women still make fewer than 20% of all ‘registered-use’ LBSS trips, although evidence from elsewhere suggests that the introduction of ‘casual’ use has encouraged a higher overall female share of trips. The proportion of trips by registered users from ‘highly-deprived areas’ (in the top tenth nationally for income deprivation) rose from 6% to 12%. This was due not only to the 2012 LBSS extension to some of London’s poorest areas, but also to a steadily increasing share of trips by residents of highly-deprived areas in the original LBSS zone. Indirect evidence suggests, however, that the twofold increase in LBSS prices in January 2013 has disproportionately discouraged casual-use trips among residents of poorer areas. We conclude that residents in deprived areas can and do use bicycle sharing systems if these are built in their local areas, and may do so progressively more over time, but only if the schemes remain affordable relative to other modes.     

The political economy of post-transition transportation policy in Hungary

This paper reviews transportation system trends in Hungary since the transition in 1989. It documents the continuation of rapid increases in private motor vehicle ownership and use despite a major economic downturn. Sharp increases in new highway investments are contrasted with a growing backlog of unmet maintenance and rehabilitation needs in the road, rail and public transit sectors. It then reviews recent political struggles over these policies, and the effectiveness of these policies in promoting employment, regional development, and a sustainable environment. It suggests that the dynamics of the post-industrial economy may have reduced the importance of highway sector investments relative to investments into human capital.     

刍议共享经济时代的铁路出行服务平台

近年来,共享出行成为出行服务市场的生力军,铁路部门也启动了相关业务。以经营实践和市场实际为研究背景,通过梳理共享出行的概念、特点,简析铁路出行相关各方的痛点问题,提出共创美好旅行生活的定位,用假设演绎方式阐释了铁路部门共享出行服务平台的商业开发机会和建构思路,以供参考。     

Where no cars go: Free-floating carshare and inequality of access

Carsharing programs have demonstrated a potential to significantly shift incentives with regard to private vehicle ownership. The advent of free-floating vehicle fleets has enabled providers to offer ubiquitous vehicle access in designated urban areas. The ability of users to choose where to drop off vehicles presents the possibility that the density of available vehicles in particular areas will be insufficient to supply a reasonable level of service to local residents. The current paper will use exclusive data on vehicle location from a free-floating carshare service that operates in ten U.S. cities. Analysis will relate the availability of vehicles to census tract demographics. Results show vehicles cluster in tracts that are disproportionately populated by residents who are educated, young, employed, and white. Carshare systems have received significant in-kind incentives from government to operate. The mobility benefits of free-floating carshare systems appear to accrue disproportionately to advantaged populations.     

Expanding the effect of metro station service coverage by incorporating a public bicycle sharing system

This study examines how metro stations can expand their service coverage for passengers by implementing a public bicycle sharing system (PBSS) in the vicinity. We design a stated preference method questionnaire to determine the choice behavior intention of metro passengers toward PBSS and calibrate the survey data using the mixed logit model. We also use a geographic information system to display this expansion in metro station service coverage following the incorporation of PBSS. We then conduct a cost-benefit analysis of PBSS incorporation into the metro system to determine its cost-effectiveness. The decision criteria for PBSS station allocation strategies as derived in this study can act as useful references for urban planners and PBSS operation agencies when initiating low-carbon and sustainable policies.     

确立铁路局市场主体地位下的用工管理

为适应铁路发展需要,亟需创新铁路企业人力资源管理。探讨如何通过树立适应铁路科学发展的人力资源管理思想,改善人力资源结构、优化人力资源配置、提高人力资源素质,为发挥铁路局市场主体作用把好人力资源管理和使用关。     

The influence of tourists' emotional experiences on destination loyalty from the perspective of community economy

Community research has been a significant topic in various fields over time. This study (a) constructs a structural equation model for hypothetical community relationships between six factors: tourist interaction, positive emotional experience, general emotional experience, tourists' subjective well-being, tourist satisfaction, and tourist destination loyalty, and (b) examines the impact of tourists' emotional experiences on their destination loyalty by taking community members as the main survey objects. The results show that tourist emotional experiences have a positive impact on tourists' loyalty. Finally, taking Guilin's evolution into a world-class tourism city as an example, we propose suggestions on the development of community tourism.     

Analyzing online reviews in hospitality: data-driven opportunities for predicting the sharing of negative emotional content

Hospitality is one of the sectors that are nowadays most heavily characterized by consumers’ tendency to share online reviews on dedicated digital platforms. While most past work has focused on understanding the effect of online reviews and ratings on consumers’ evaluation and purchase decisions, this research tackles the issue of what drives the sharing of certain types of online content. Specifically, we investigate the sharing of user-generated content characterized by negative emotional valence, and study the effect of two factors on the extent to which user-generated content contains negative emotions. One such factor is reviewer's expertise, while the other is hotel quality. Our analysis of 1200 TripAdvisor reviews on Italian hotels located in three major Italian cities confirm our hypothesis that expert reviewers might share reviews containing less intense negative emotional content compared to less expert reviewers especially when the hotel is of high quality. To support our hypothesis, we build on the research on psychological antecedents of word-of-mouth behaviour suggesting that expert consumers are particularly reluctant to share negative word-of-mouth to avoid projecting a negative image of themselves in social contexts, thus possibly damaging their reputation.     

Tourism,climate change and the mass media: the representation of the issue in Spain

This paper sets out to analyse the information dedicated to climate change and tourism in the Spanish press in the Mediterranean region of the peninsula during the period 1990–2010. Specifically, it seeks to determine the quantitative evolution of media coverage of climate change and tourism and the importance given to this subject. Adequate media attention in both quantitative and qualitative terms could greatly influence public concern and contribute to the social mobilization that will be needed to negotiate/resist the phenomenon in a geographical area in which tourism is a major economic and territorial driver and which is particularly vulnerable to climate change. To construct the corpus, we undertook a systematic analysis of newspaper coverage of tourism and climate change in the media selected; and we carried out content analysis of the 1014 units identified. The results indicate that the coverage is outstanding in quantitative terms. However, the importance given to the subject is quite marginal.     

The Tourism Workforce and Policy: Exploring the Assumptions using Crete as the Case Study

The size of the tourism workforce has grown rapidly to the extent that today, travel and tourism is considered to be the world's largest employer. The potential of tourism for generating jobs in areas where there are few other alternatives for employment has resulted in many governments electing to expand their tourism industry. Nevertheless, tourism has been criticised for creating part-time, seasonal, low quality and informal jobs often occupied by migrants and females. This paper sets out the main characteristics of the tourism workforce as reported by academic papers, identifies whether the same characteristics are evident on the island of Crete (Greece), and discusses the issues surrounding tourism policy formulation in relation to the tourism workforce of Crete. The conclusion is that very often jobs in tourism are judged, and responses formulated, on a normative (value laden) basis (an ideal) without full consideration being given to the actual (technical) underpinnings and implications.     

Tourism and the state in Cuba: from the past to the future

It has long been recognised that nature and extent of state intervention in tourism development closely reflects the prevailing political‐economy and ideology within the destination state. This is certainly the case with Cuba which, since the 1959 revolution and despite the collapse of communism elsewhere, remains the world's only centrally‐planned economy that boasts a significant international tourism sector. Tracing the development of tourism since 1959, this paper explores the relationship between the evolution of Cuba's political‐economic structures and processes and their subsequent influence on the planning, control, development and ownership of tourism on the island. In particular, it considers the potential future of tourism in Cuba, challenging the widespread belief that, in a post‐Castro era, the island's tourism sector faces a bright future. It concludes that, even with a potential move towards market reform, significant improvements will be required with respect to the quality, value and diversity of the island's tourism product. Copyright © 2008 John Wiley & Sons, Ltd.