Tit for tat: understanding the responding behavior of property hosts on peer-to-peer rental platforms

Purpose Due to their very different contexts, the responses made by property hosts to online reviews can differ from those posted by hotel managers. Thus, the purpose of this study is to investigate the determinants of the responding behavior of hosts on peer-to-peer property rental platforms. Design/methodology/approach This study applied a comprehensive framework based on the theory of planned behavior. Empirical models are constructed based on 89,967 guest reviews with their associated responses to reveal the responding pattern of property hosts. Findings Unlike hotel managers, property hosts are more likely to reply to positive than to negative reviews; moreover, when they do choose to respond to negative reviews, they are likely to do so negatively, in a tit-for-tat way. This study also finds that one reason for the difference of responding patterns between property hosts and hotel managers is the hosts' lack of experience of consumer relationship management and service recovery. Research limitations/implications This study provides a good start point for future theoretical development regarding effective responding strategy on peer-to-peer property rental platforms, as well as some useful implications for practitioners. Originality/value This study is an early attempt to analyze the impact of the particularity of emerging platforms on the responding behavior of service providers based on a comprehensive conceptual framework and empirical model thus provides a good starting point for the further investigation of effective response strategies on these emerging platforms.

Automated summary

The study found that on peer-to-peer property rental platforms, property hosts are more likely to respond to positive reviews than negative ones, and when they do respond to negative reviews, it tends to be in a negative manner. The lack of experience in consumer relationship management and service recovery is identified as one reason for the different responding patterns between property hosts and hotel managers.