Host and guest value co-creation and satisfaction in a shared economy: The case of Airbnb

Park Thaichon, Jiraporn Surachartkumtonkun, Anubhuti Singhal and Artem Alabastro

Journal of Global Scholars of Marketing Science, 2020, vol. 30, issue 4, 407-422

Abstract: The aim of the study is to determine the factors that lead to host and guest satisfaction and value co-creation in the shared economy offered by Airbnb. The study interviews Australian Airbnb hosts and guests in a semi-structured format. Six primary and three secondary factors emerge from the interview data. Primary factors impact both hosts and guests, while secondary factors impact either hosts or guests. Primary factors include (1) economic benefits, (2) authenticity, (3) human interaction, (4) convenience, (5) security, and (6) privacy. Secondary factors include (1) service quality, (2) surprises, and (3) business ownership. Both guests and hosts are Airbnb customers; the current study is one of the first to analyze a shared economy from two different customer perspectives.

Date: 2020
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DOI: 10.1080/21639159.2020.1752278

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