Airbnb Superhosts' talk in commercial homes

Madalyn A. Scerri and Rajka Presbury

Annals of Tourism Research, 2020, vol. 80, issue C

Abstract: Critically analysing the behaviour of peer-to-peer accommodation hosts provides alternative ways of understanding hospitality and tourism experiences. This paper offers an analysis of how Airbnb hosts in Australia talk and interact with guests and the contextual constructs which shape this behaviour. We applied a theoretical framework of service language and a multiple case study methodology to explore the perspectives of different Superhosts. Our analysis suggests peer-to-peer exchanges are influenced by the nature of accommodation as a commercial home. Talk and interaction varies through pre-arrival, arrival, occupancy, departure and post-departure. Our findings contribute to research regarding peer-to-peer accommodation hosting, interpersonal communication and service interactions in commercial homes, and guide a design of hospitality-centric experiences in a changing accommodation environment.

Keywords: Peer-to-peer accommodation networks; Airbnb; Superhosts; Communication; Service language; Case study (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:80:y:2020:i:c:s0160738319301847

DOI: 10.1016/j.annals.2019.102827

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