Customers’ experience of sharing hosting platform services

Expérience des clients utilisant des services de plateformes d’hébergement mutualisé

Daisy Bertrand (), Jean Philippe and Pierre-Yves Léo
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Daisy Bertrand: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Jean Philippe: Aix-Marseille Université CERGAM, Faculté d'Économie et Gestion Aix-en-Provence
Pierre-Yves Léo: Aix-Marseille Université CERGAM, Faculté d'Économie et Gestion Aix-en-Provence

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Abstract: Consumer interest in peer-to-peer (P2P) accommodation has grown exponentially in recent years. It is therefore essential to understand why customers prefer these options over traditional hotels. Our research examines the service experience of consumers renting P2P accommodation via sharing platforms and analyzes the impact of various service attributes on repurchase intention. A survey of 240 French home-sharing guests was analyzed using PLS-SEM. Results indicate that trust in the platform, well-being, and satisfaction directly influence repurchase intention, while service quality, financial benefits, and social benefits have an indirect impact through satisfaction. We propose a hierarchy of service attributes that shape consumers' intention to repurchase P2P services and offer practical implications for Airbnb stakeholders seeking to enhance the overall value of the service experience.

Keywords: Hospitality; Home well-being; Survey; Sharing economy; Bien-être à domicile; Enquête; Peer-to-peer; Hospitalité; Économie collaborative (search for similar items in EconPapers)
Date: 2026-02-04
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Published in European Review of Service Economics and Management, 2026, 2025-2 (20), pp.17-54. ⟨10.48611/isbn.978-2-406-20142-7.p.0017⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05557792

DOI: 10.48611/isbn.978-2-406-20142-7.p.0017

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