HOME | CHECKOUT | ABOUT | FAQ | CONTACT US |
 
Welcome Guest [create an account] or log-in:
email
password

Chapter 7 Consumer perception of service quality The case of Airbnb and Couchsurfing

DOI: 10.23912/9781911635765-4840

ISBN: 9781911635765

Published: April 2021

Component type: chapter

Published in: Sustainable and Collaborative Tourism in a Digital World

Parent DOI: 10.23912/9781911635765-4477

Abstract

Recent economic, social and environmental concerns have drawn attention to the necessity to rethink our consumption patterns (Barnes & Mattsson, 2016) and call for alternative forms of consumption. In parallel, digitalization dramatically changes the way we live, work, consume and travel (OECD, 2020). As a result, new consumption practices have emerged in the last years, privileging access over ownership (Botsman & Rogers, 2010). Those practices, labelled as sharing economy or collaborative consumption (Belk, 2014; Benoit et al., 2017; Botsman & Rogers, 2010), involve most of the time peer-to-peer exchanges (for a fee or for free) that are coordinated through community-based online services (Hamari, Sjoklint & Ukkonen, 2016). Such collaborative services have recently boomed, impacting many sectors, including the hospitality and tourism industry (Sigala, 2017), with well-known initiatives such as Airbnb or Couchsurfing. Peer-to-peer accommodation services are transforming the tourism industry (PWC, 2015) by enabling consumers to share and access goods escaping traditional services like hotels and travel agencies. According to Hotrec (2014), peer-to-peer accommodation is twice bigger than the conventional tourism accommodation industry in Europe. The World Bank Group estimates a 31% annual growth of this new accommodation type between 2013 and 2025, which is six times bigger than the annual growth of the conventional bed and breakfast and hotel industry. In total, peer-topeer accommodation makes up about 7% of accommodation worldwide (Bakker & Twining-Ward, 2018). Two of the most sucessful sharing economy unicorns, AirBnB and Couchsurfing, have very different business models. Airbnb is an online peer-to-peer marketplace that matches hosts wishing to share their home with travelers (i.e. guests) who are looking for accommodation. Valued at 38 billion USD (Forbes, 2018), Airbnb has more than 60 million customers and around two million accommodations in the world (OECD, 2016). At the opposite, Couchsurfing is a free online hospitality exchange network that connects travelers looking for a place to sleep with people offering their ‘couch’ for a couple of nights. The community gathers around ten million members around the world.

Sample content

Click here to download PDF

Contributors

  • Marie Dewitte, University of Namur (Author)
  • Jérôme Mallargé, University of Namur (Author)
  • Alain Decrop, University of Namur (Author)

For the source title:

Cite as

Dewitte, Mallargé & Decrop, 2021

Dewitte, M., Mallargé, J. & Decrop, A. (2021) "Chapter 7 Consumer perception of service quality The case of Airbnb and Couchsurfing" In: Decrop, A., Correia, A., Fyall, A. & Kozak, M. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781911635765-4840

References

Adler, P.S. (2001) 'Market, hierarchy, and trust: The knowledge economy and the future of capitalism', Organization Science, 12 (2), 215-234.

https://doi.org/10.1287/orsc.12.2.215.10117

Akbar, Y.H. & Tracogna, A. (2018) 'The sharing economy and the future of the hotel industry: transaction cost theory and platform economics', International Journal of Hospitality Management, 71, 91-101.

https://doi.org/10.1016/j.ijhm.2017.12.004

Bakker, M. & Twining-Ward, L. (2018) Tourism and the Sharing Economy: Policy and potential of sustainable peer-to-peer accommodation, World Bank.

https://doi.org/10.1596/30452

Bardhi, F. & Eckhardt G. M. (2012) 'Access-based consumption: the case of car sharing', Journal of Consumer Research, 39 (4), 881-98.

https://doi.org/10.1086/666376

Barnes, S. J. & Mattsson, J. (2016) 'Understanding current and future issues in collaborative consumption: A four-stage Delphi study', Technological Forecasting and Social Change, 104, 200-211.

https://doi.org/10.1016/j.techfore.2016.01.006

Belk, R. W. (2001) Collecting in a Consumer Society. Routledge.

Belk, R. (2007) 'Why not share rather than own?', The Annals of the American Academy of Political and Social Science, 611 (1), 126-140.

https://doi.org/10.1177/0002716206298483

Belk, R. (2010) 'Sharing', Journal of Consumer Research, 36 (5), 715-734.

https://doi.org/10.1086/612649

Belk, R. (2014) 'You are what you can access: Sharing and collaborative consumption online', Journal of Business Research, 67 (8), 1595-600.

https://doi.org/10.1016/j.jbusres.2013.10.001

Belk, R., Fischer E. & Kozinets R. V. (2013) Qualitative Consumer and Marketing Research, Thousand Oaks, CA: Sage.

Benkler, Y. (2004) 'Sharing nicely: On shareable goods and the emergence of sharing as a modality of economic production', Yale Law Journal, 114, 273.

https://doi.org/10.2307/4135731

Benoit, S., Baker, T. L., Bolton, R. N., Gruber, T. & Kandampully, J. (2017) 'A triadic framework for collaborative consumption (CC): Motives, activities and resources & capabilities of actors', Journal of Business Research, 79, 219-227.

https://doi.org/10.1016/j.jbusres.2017.05.004

Bialski, P. (2018) 'Home for hire: How the sharing economy commoditises our private sphere', in Anthony Ince and Sarah M. Hall (ed), Sharing Economies in Times of Crisis: Practices, Politics and Possibilities, New York, NY: Routledge, pp. 83-95.

https://doi.org/10.4324/9781315660646-8

Bitner, M. J. (1990) 'Evaluating service encounters: the effects of physical surroundings and employee responses', Journal of Marketing, 54 (2), 69-82.

https://doi.org/10.1177/002224299005400206

Botsman, R. & Rogers R. (2010) What's Mine Is Yours: The Rise of Collaborative Consumption, New York, NY: HarperBusiness.

Decrop, A., Del Chiappa, G., Mallargé, J. & Zidda, P. (2018) '"Couchsurfing has made me a better person and the world a better place": The transformative power of collaborative tourism experiences', Journal of Travel and Tourism Marketing, 35 (1), 57-72.

https://doi.org/10.1080/10548408.2017.1307159

Dredge, D. & Gyimóthy, S. (2015) 'The collaborative economy and tourism: Critical perspectives, questionable claims and silenced voices', Tourism Recreation Research, 40 (3), 286-302. Eckhardt, G. M., Houston, M. B., Jiang, B., Lamberton, C., Rindfleisch, A. &

https://doi.org/10.1080/02508281.2015.1086076

Zervas, G. (2019) 'Marketing in the sharing economy', Journal of Marketing, 83 (5), 5-27.

https://doi.org/10.1177/0022242919861929

Filippas, A., Horton, J. J. & Golden, J. (2018) 'Reputation inflation'. In Proceedings of the 2018 ACM Conference on Economics and Computation. New York: Association for Computation Machinery, 483-484.

https://doi.org/10.1145/3219166.3219222

Finley, K. (2013) Trust in the Sharing Economy: An Exploratory Study, Centre for Cultural Policy Studies, University of Warwick

Flanagan, J. C. (1954) 'The Critical Incident Technique', Psychological Bulletin, 51 (4), 327-58.

https://doi.org/10.1037/h0061470

Forbes (2018) 'As a rare profitable unicorn, Airbnb appears to be worth at least $38 billion', viewed 14 June 2020, www.forbes.com/sites/greatspeculations/2018/05/11/as-a-rare-profitable-unicorn-airbnb-appears-to-beworth-at-least-38-billion/

Grönroos, C. (1993) 'An applied service marketing theory', European Journal of Marketing, 16 (7), 30-41.

https://doi.org/10.1108/EUM0000000004859

Hamari, J., Sjöklint, M. & Ukkonen, A. (2016) 'The sharing economy: Why people participate in collaborative consumption', Journal of the Association for Information Science and Technology, 67 (9), 2047-2059.

https://doi.org/10.1002/asi.23552

HOTREC (2014) 'HOTREC position vis-à-vis the emerging shadow hospitality economy in Europe', 17 October, Riga.

Huang, Z. & Benyoucef, M. (2013) 'From e-commerce to social commerce: A close look at design features', Electronic Commerce Research and Applications, 12 (4), 246-259.

https://doi.org/10.1016/j.elerap.2012.12.003

Ikkala, T. & Lampinen, A. (2015) 'Monetizing network hospitality: Hospitality and sociability in the context of Airbnb', paper presented at the 18th ACM Conference on Computer Supported Cooperative Work & Social Computing, 14-18 March, Vancouver.

https://doi.org/10.1145/2675133.2675274

Kozinets, R. V. (2006) Netnography. Handbook of Qualitative Research Methods in Marketing, London, UK: Sage.

Lampinen, A. (2015) 'Deceptively simple: Unpacking the notion of "sharing"'. Social Media + Society, 1 (1).

https://doi.org/10.1177/2056305115578135

Liu, P. J., Lamberton, C., Bettman, J. R. & Fitzsimons, G. J. (2019) 'Delicate snowflakes and broken bonds: a conceptualization of consumptionbased offense', Journal of Consumer Research, 45 (6), 1164-1193.

https://doi.org/10.1093/jcr/ucy051

Mallargé, J., Decrop, A. & Zidda, P. (2019) 'Revisiting satisfaction with collaborative exchanges in the sharing economy', in R.W. Belk (ed.) Handbook of the Sharing Economy, Edward Elgar Publishing, pp.303-315

https://doi.org/10.4337/9781788110549.00034

Marimon, F., Llach, J., Alonso-Almeida, M. & Mas-Machuca, M. (2019) 'CCQual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services', International Journal of Information Management, 49, 130-141.

https://doi.org/10.1016/j.ijinfomgt.2019.03.009

Möhlmann, M. (2015) 'Collaborative consumption: Determinants of satisfaction and the likelihood of using a sharing economy option again', Journal of Consumer Behaviour, 14 (3), 193-207.

https://doi.org/10.1002/cb.1512

Molz, J. G. (2012) 'CouchSurfing and network hospitality: "It's not just about the furniture"', Hospitality & Society, 1 (3), 215-225.

https://doi.org/10.1386/hosp.1.3.215_2

Narasimhan, C., Papatla, P., Jiang, B., Kopalle, P. K., Messinger, P. R., Moorthy, S., ... & Zhu, T. (2018) 'Sharing economy: Review of current research and future directions', Customer Needs and Solutions, 5 (1-2), 93-106.

https://doi.org/10.1007/s40547-017-0079-6

OECD (2016) 'Des politiques propices à l'économie collaborative dans le tourisme', in Éditions OCDE, Tendances et politiques du tourisme de l'OCDE, Paris.

OECD (2020), 'Digital trends driving change in tourism', in Éditions OCDE, Tourism Trends and Policies 2020, Paris.

Parasuraman, A., Zeithaml, V. A. & Malhotra, A. (2005) 'ES-QUAL: A multiple-item scale for assessing electronic service quality', Journal of Service Research, 7 (3), 213-233.

https://doi.org/10.1177/1094670504271156

Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988) 'Servqual: A multiple-item scale for measuring consumer perceptions of service quality', Journal of Retailing, 64 (1), 12.

Perren, R. & Kozinets, R. V. (2018) 'Lateral exchange markets: How social platforms operate in a networked economy', Journal of Marketing, 82 (1), 20-36.

https://doi.org/10.1509/jm.14.0250

PwC (2016) 'Shared Benefits: How the Sharing Economy Is Reshaping Business across Europe', viewed 14 June 2020, http://www.pwc.co.uk/issues/megatrends/collisions/sharingeconomy/future-of-the-sharingeconomy-in-europe-2016.html.

Sahlins, M. (1972) Stone Age Economics, New York: Aldine de Gruyter.

Sigala, M. (2017) 'Collaborative commerce in tourism: implications for research and industry', Current Issues in Tourism, 20 (4), 346-355.

https://doi.org/10.1080/13683500.2014.982522

Steylaerts, V. & Dubhghaill, S. O. (2012) 'CouchSurfing and authenticity: Notes towards an understanding of an emerging phenomenon', Hospitality & Society, 1 (3), 261-278.

https://doi.org/10.1386/hosp.1.3.261_1

Tussyadiah, I. P. & Pesonen, J. (2016) 'Impacts of peer-to-peer accommodation use on travel patterns', Journal of Travel Research, 55 (8), 1022-1040.

https://doi.org/10.1177/0047287515608505

Tussyadiah, I. P. (2016) 'Factors of satisfaction and intention to use peerto-peer accommodation', International Journal of Hospitality Management, 55, 70-80.

https://doi.org/10.1016/j.ijhm.2016.03.005

Wirtz, J., So, K., Mody, M., Liu, S. & Chun, H. (2019) 'Platforms in the peerto-peer sharing economy', Journal of Service Management, 30 (4), 452-483.

https://doi.org/10.1108/JOSM-11-2018-0369

Yang, S., Song, Y., Chen, S. & Xia, X. (2017) 'Why are customers loyal in sharing-economy services? A relational benefits perspective', Journal of Services Marketing, 31 (1), 48-62.

https://doi.org/10.1108/JSM-01-2016-0042

Available

Chapter 7 Consumer perception of service quality The case of Airbnb and Couchsurfing [Details]Price: £5.99
(£5.99 including VAT)
*
Licences / Downloadable file

Published in Sustainable and Collaborative Tourism in a Digital World

Chapter 7 Consumer perception of service quality The case of Airbnb and Couchsurfing [Details]Price: £5.99
(£5.99 including VAT)
*
Licences / Downloadable file
Hardback format [Details]Price: £85.00Copies / Delivery by post
Terms and conditions of purchase | Privacy policy