Exploring the customer experience with Airbnb

Purpose: The purpose of this study is to investigate the multi-dimensional structure of the Airbnb customer experience and to examine the influences of this experience on behavioral outcomes. Design/methodology/approach: A multi-phase methodology was adopted using a survey questionnaire to explore the dimensions. Data were collected from a sample of 561 Airbnb users in the USA. Exploratory factor analysis and confirmed factor analysis were conducted to evaluate the reliability and validity of the scale. Findings: First, the results support the hypothesis that the Airbnb customer experience comprises four dimensions: home benefits, personalized services, authenticity and social connection. Second, the study demonstrates that these dimensions significantly influence customers’ behavioral intentions. Research limitations/implications: The use of a US Airbnb users sample may affect the generalizability of the results. Practical implications: The findings of this study provide insights for Airbnb hosts and hotel managers. More specifically, this study offers suggestions to Airbnb hosts about how to enhance their services to customers based on the four experience dimensions and to hotels about how they can compete with Airbnb on the four experience dimensions. Originality/value: This study provides an important theoretical framework for measuring the Airbnb customer experience through an empirical examination.