Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation. / Priporas, Constantinos-Vasilios; Stylos, Nikolaos; Rahimi, Roya; Vedanthachari, Lakshminarasimhan.

In: International Journal of Contemporary Hospitality Management, 11.09.2017, p. 2279-2301.

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Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation. / Priporas, Constantinos-Vasilios; Stylos, Nikolaos; Rahimi, Roya; Vedanthachari, Lakshminarasimhan.

In: International Journal of Contemporary Hospitality Management, 11.09.2017, p. 2279-2301.

Research output: Contribution to journalArticlepeer-review

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Priporas, Constantinos-Vasilios ; Stylos, Nikolaos ; Rahimi, Roya ; Vedanthachari, Lakshminarasimhan. / Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation. In: International Journal of Contemporary Hospitality Management. 2017 ; pp. 2279-2301.

BibTeX

@article{d7b08f2da81840f29ed60ab8eea74518,
title = "Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation",
abstract = "AbstractPurpose – This paper aims to investigate customers{\textquoteright} perceptions of the service quality facets of Airbnbaccommodation using social exchange theory as a suitable conceptual framework to explain aspects ofinteractivity between guests and hosts.Design/methodology/approach – A self-administered questionnaire consisting of 25 accommodationspecific service quality attributes, structured according to Akbaba{\textquoteright}s (2006) measurement scale and based onthe service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin andTaylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample waschosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis.Findings – The results showed that convenience and assurance are critical contributors to the measurementof service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainlyinterested in lodgings which have access to certain tourist sights, and in easily accessible information andefficient resolution of problems during their stay. The authors also found that guests greatly value theconvenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitalityprovided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and servicesavailable at the lodgings.Research limitations/implications – Airbnb is one of the most well-known examples of hospitality inthe sharing economy, and results cannot be generalized to similar accommodation providers in sharingeconomies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is onlyone option among others for measuring service quality.",
author = "Constantinos-Vasilios Priporas and Nikolaos Stylos and Roya Rahimi and Lakshminarasimhan Vedanthachari",
year = "2017",
month = sep,
day = "11",
doi = "10.1108/IJCHM-08-2016-0420",
language = "English",
pages = "2279--2301",
journal = "International Journal of Contemporary Hospitality Management",
issn = "0959-6119",
publisher = "Emerald Group Publishing Ltd.",

}

RIS

TY - JOUR

T1 - Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation

AU - Priporas, Constantinos-Vasilios

AU - Stylos, Nikolaos

AU - Rahimi, Roya

AU - Vedanthachari, Lakshminarasimhan

PY - 2017/9/11

Y1 - 2017/9/11

N2 - AbstractPurpose – This paper aims to investigate customers’ perceptions of the service quality facets of Airbnbaccommodation using social exchange theory as a suitable conceptual framework to explain aspects ofinteractivity between guests and hosts.Design/methodology/approach – A self-administered questionnaire consisting of 25 accommodationspecific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based onthe service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin andTaylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample waschosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis.Findings – The results showed that convenience and assurance are critical contributors to the measurementof service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainlyinterested in lodgings which have access to certain tourist sights, and in easily accessible information andefficient resolution of problems during their stay. The authors also found that guests greatly value theconvenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitalityprovided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and servicesavailable at the lodgings.Research limitations/implications – Airbnb is one of the most well-known examples of hospitality inthe sharing economy, and results cannot be generalized to similar accommodation providers in sharingeconomies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is onlyone option among others for measuring service quality.

AB - AbstractPurpose – This paper aims to investigate customers’ perceptions of the service quality facets of Airbnbaccommodation using social exchange theory as a suitable conceptual framework to explain aspects ofinteractivity between guests and hosts.Design/methodology/approach – A self-administered questionnaire consisting of 25 accommodationspecific service quality attributes, structured according to Akbaba’s (2006) measurement scale and based onthe service quality hierarchical conceptualization described by Brady and Cronin (2001) and Cronin andTaylor (1992), was distributed to Airbnb international guests visiting Phuket, Thailand. The sample waschosen through a two-stage sampling process and the PLS-SEM technique was used for data analysis.Findings – The results showed that convenience and assurance are critical contributors to the measurementof service quality in remote Airbnb lodgings. The findings further revealed that Airbnb guests are mainlyinterested in lodgings which have access to certain tourist sights, and in easily accessible information andefficient resolution of problems during their stay. The authors also found that guests greatly value theconvenience and flexibility offered by Airbnb, and that they particularly appreciate the warm hospitalityprovided by the hosts. Finally, Airbnb guests have very low expectations of the amenities and servicesavailable at the lodgings.Research limitations/implications – Airbnb is one of the most well-known examples of hospitality inthe sharing economy, and results cannot be generalized to similar accommodation providers in sharingeconomies. Despite the appropriateness of using the measurement tool provided by Akbaba (2006), it is onlyone option among others for measuring service quality.

U2 - 10.1108/IJCHM-08-2016-0420

DO - 10.1108/IJCHM-08-2016-0420

M3 - Article

SP - 2279

EP - 2301

JO - International Journal of Contemporary Hospitality Management

JF - International Journal of Contemporary Hospitality Management

SN - 0959-6119

ER -