Factors of satisfaction and intention to use peer-to-peer accommodation |
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Institution: | 1. Department of Management, King''s College London, Franklin-Wilkins Building, 150 Stamford Street, London SE1 9NH, United Kingdom;2. Department of Business and Society, Roskilde University, PO Box 260, 4000 Roskilde, Denmark |
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Abstract: | To better understand the behavioral characteristics of consumers in the sharing economy, this study examines factors that influence guests’ satisfaction with a peer-to-peer (P2P) accommodation and their intention to use it again for future trips. Based on an online survey of 644 travelers living in the United States, guest satisfaction was identified as being influenced by factors of enjoyment, monetary benefits (value), and accommodation amenities. Furthermore, it was found that future intention to use P2P accommodation was again determined by enjoyment and value. By differentiating guests based on their chosen types of accommodation, the analysis revealed that social benefits influence guest satisfaction for those staying in a private room that involved cohabitation with hosts, but that this was an insignificant factor for guest satisfaction for those staying in an entire home or apartment. Directions for future research as well as implications for accommodation providers are discussed in this paper. |
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Keywords: | Peer-to-peer accommodation Lodging Commercial sharing system Sharing economy Customer satisfaction Consumer behavior |
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