Attributes of satisfaction and dissatisfaction with online travel experiences in peer-to-peer platforms

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-10-31 DOI:10.1016/j.ijhm.2024.103972

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Abstract

While tourists have traditionally used peer-to-peer platforms for accommodation and dining, they can now also access travel experiences through these platforms thanks to a new product: online travel experiences. With the emergence of this product, a fundamental understanding of its key attributes and their impact on user satisfaction is essential. However, such understanding has been rarely explored. This research aims to address the knowledge gap by understanding Airbnb Online Experiences from the perspective of tourists' satisfaction. Utilizing the Kano model, this study identifies six key attributes of Airbnb Online Experiences and analyzes their dynamic effects on tourist satisfaction through aspect extraction and regression analysis of online reviews. This research highlights how the relationship between these attributes and tourist satisfaction evolved during the COVID-19 pandemic. This study serves as a reference for future research on online travel experiences by elucidating the components of this emerging product.

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点对点平台中在线旅游体验的满意度和不满意度属性

传统上，游客通过点对点平台获取住宿和餐饮信息，而现在他们也可以通过这些平台获取旅游体验，这要归功于一种新产品：在线旅游体验。随着这种产品的出现，从根本上了解其关键属性及其对用户满意度的影响至关重要。然而，对这种理解的探索却很少。本研究旨在从游客满意度的角度来了解 Airbnb 在线体验，从而填补知识空白。利用卡诺模型，本研究确定了 Airbnb 在线体验的六个关键属性，并通过对在线评论的方面提取和回归分析，分析了它们对游客满意度的动态影响。本研究强调了在 COVID-19 大流行期间，这些属性与游客满意度之间的关系是如何演变的。本研究阐明了在线旅游体验这一新兴产品的构成要素，为今后在线旅游体验的研究提供了参考。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.