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This study explored the sources of value co-creation, co-destruction and co-recovery amid the COVID-19 outbreak using 415 online reviews of guests' experiences with Airbnb. Data analysis using the grounded theory approach identified two main sources: Airbnb's customer service and hosts' conduct. Four sub-themes (quality of interactions with customer service representatives, difficulties in achieving resolution, dissatisfaction or satisfaction with the resolution offered and costs incurred by the consumer) comprised the main theme of Airbnb's customer service. Two sub-themes (the role of the host's communication in service recovery and perceived unethical actions by the host) comprised the main theme of hosts' conduct. The findings indicate that collaborative engagement in the restoration of service failure by actors results in value co-recovery. [ABSTRACT FROM AUTHOR]

The present study explores the antecedents of value co-destruction – in the sharing economy context, specifically with respect to Airbnb. The study focuses on negative reviews from Airbnb customers, which were typed in English and posted online. The research employed five keywords, 'bad', 'awful', 'poor', 'terrible', and 'horrible', to capture the online narratives linked to customers' negative experiences with Airbnb. Out of the 2,733 online reviews screened, the study focused on 694 negative reviews. The data analysis followed the grounded theory approach, resulting in two distinct themes reflecting the antecedents of value co-destruction: the bad behaviour of Airbnb hosts and the company's poor customer service. These findings contrast with previously studies, which have indicated Airbnb's remarkable customer satisfaction levels as evidenced by positive user reviews. The managerial implications of the present study's results indicate that Airbnb should clearly invest additional resources to minimize the negative experiences of its customers; by clearly defining the hosts' tasks and responsibilities. In addition, when customers report their dissatisfaction, their concerns should be addressed promptly and effectively through good customer service. [ABSTRACT FROM AUTHOR]

This study explores the antecedents of value co-destruction in the context of a new form of accommodation, Airbnb. Data were gathered using semi-structured interviews from people who had stayed in Airbnb accommodations during the previous 12 months. A total of 21 interviews were conducted, of people representing five nationalities. Using the grounded theory approach, the findings indicate that poor communication between the guest and host was one of the main reasons contributing to value co-destruction during the Airbnb accommodation experience. From the guest perspective, value co-destruction due to poor communication resulted in unexpected resource losses, including time and money. One interviewee also regretted the lost experience. Although the majority of the interviewees did not have negative Airbnb accommodation experiences, some did not experience a reciprocal and mutually beneficial relationship. [ABSTRACT FROM AUTHOR]

The present study explores sources of distrust in the Airbnb context. The study focuses on Airbnb customers' negative reviews posted in English on Trustpilot's website. The search for posts was employed with the keyword 'trust' to find online narratives from customers who had negative experiences of trust with Airbnb. Of the 2733 online reviews screened, the study concentrated on 216 negative reviews. The data analysis followed the grounded theory approach, which resulted in two themes that reflect the sources of distrust: Airbnb's poor customer service and the hosts' unpleasant behaviour. The managerial implications are that Airbnb should invest additional resources into minimising customers' negative experiences by focusing on trust-based relationships and maintaining quality in its core service elements. When customers report their complaints, their concerns should be addressed with prompt apologies, positive actions, and a willingness to compensate these customers to neutralise their distrust in the company. • This study is based on negative reviews that Airbnb guests posted online about their experiences. • This study links the concept of distrust in Airbnb context. • We employ grounded theory approach to identifying the factors that cause distrust among Airbnb guests. • Airbnb's poor customer service and the hosts' unpleasant behaviour emerged as antecedents of distrust. • We found evidence of distrust towards the company (institution-based) and hosts (disposition). [ABSTRACT FROM AUTHOR]

Abstract Airbnb is one of the major players in the tourism sharing economy. This study employs a grounded theory approach to explore the central elements of a memorable Airbnb hospitality experience. An analysis of transcripts from interviews with twenty participants indicate that respondents generally report their Airbnb experience as positive. Memorable Airbnb experiences were related to the social interactions with the host, the attitude of the host and the location of the accommodation. The managerial implications include that hosts should actively interact with the guests and treat their guests in a friendly manner throughout their stay. In addition, hosts should provide information about the location of the accommodation and its proximity to the tourist attractions in their profile. On the contrary, those hosts who welcome guests to empty homes with no time to interact during their stay and are poor communicators should not host on Airbnb. [ABSTRACT FROM AUTHOR]