Journal
JOURNAL OF TRAVEL & TOURISM MARKETING
Volume 34, Issue 5, Pages 636-652Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2016.1209153
Keywords
Sharing economy; collaborative consumption; business analytics; accommodation; consumer review; text mining
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This study explores key content and themes from online reviews to explain major service attributes of peer-to-peer (P2P) accommodation sought by guests. The results from lexical analyses indicate that attributes frequently mentioned in guest reviews are associated with location (proximity to point of interest and characteristics of neighborhood), host (service and hospitality), and property (facilities and atmosphere). Reviews focusing on location and feeling welcome are consistently linked with higher rating scores, including accuracy, cleanliness, check-in, communication, value, and overall ratings. This confirms that P2P accommodation appeals to consumers who are driven by experiential and social motivations. Marketing implications are provided.
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