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Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation

In the fiercely competitive landscape of the peer-to-peer accommodation platform Airbnb, understanding customers’ online recommendation behavior is essential for optimizing competitiveness and harnessing the potential of electronic word-of-mouth. This study aims to provide comprehensive insights int...

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Main Authors: Ding, Kai, Gong, Xi Yun, Huang, Tao, Choo, Wei Chong
Format: Article
Published: Elsevier 2024
Online Access:http://psasir.upm.edu.my/id/eprint/105745/
https://www.sciencedirect.com/science/article/pii/S2444883423000232?via%3Dihub
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spelling my.upm.eprints.1057452024-05-31T07:39:24Z http://psasir.upm.edu.my/id/eprint/105745/ Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation Ding, Kai Gong, Xi Yun Huang, Tao Choo, Wei Chong In the fiercely competitive landscape of the peer-to-peer accommodation platform Airbnb, understanding customers’ online recommendation behavior is essential for optimizing competitiveness and harnessing the potential of electronic word-of-mouth. This study aims to provide comprehensive insights into the factors driving customers’ issuance of positive or negative recommendations based on their experiences. Leveraging 10,101 online reviews from Airbnb users, we employ the Structural Topic Model to determine latent topics relating to customers’ recommendation intentions. This study reveals that positive recommendations are primarily influenced by hedonic values tied to the overall experience, including crucial aspects such as convenience for exploring points of interest, local authenticity, social interaction, and emotional fulfillment. These findings highlight the significance of providing memorable and enriching experiences to elicit positive reviews from customers. On the other hand, negative recommendations are closely linked to utilitarian values focused on practical concerns such as check-in procedures, cleanliness, comfortableness, and amenities. Understanding these utilitarian factors is vital for hosts and platform administrators to improve service quality and address potential issues that may lead to negative reviews. Furthermore, this study emphasizes the significant role of hosts in shaping both positive and negative recommendations. This research contributes valuable insights to the field of peer-to-peer accommodation, highlighting the significance of various factors influencing customers’ recommendation behavior. Elsevier 2024 Article PeerReviewed Ding, Kai and Gong, Xi Yun and Huang, Tao and Choo, Wei Chong (2024) Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation. European Research on Management and Business Economics, 30 (1). art. no. 100236. pp. 1-18. ISSN 2444-8834 https://www.sciencedirect.com/science/article/pii/S2444883423000232?via%3Dihub 10.1016/j.iedeen.2023.100236
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
description In the fiercely competitive landscape of the peer-to-peer accommodation platform Airbnb, understanding customers’ online recommendation behavior is essential for optimizing competitiveness and harnessing the potential of electronic word-of-mouth. This study aims to provide comprehensive insights into the factors driving customers’ issuance of positive or negative recommendations based on their experiences. Leveraging 10,101 online reviews from Airbnb users, we employ the Structural Topic Model to determine latent topics relating to customers’ recommendation intentions. This study reveals that positive recommendations are primarily influenced by hedonic values tied to the overall experience, including crucial aspects such as convenience for exploring points of interest, local authenticity, social interaction, and emotional fulfillment. These findings highlight the significance of providing memorable and enriching experiences to elicit positive reviews from customers. On the other hand, negative recommendations are closely linked to utilitarian values focused on practical concerns such as check-in procedures, cleanliness, comfortableness, and amenities. Understanding these utilitarian factors is vital for hosts and platform administrators to improve service quality and address potential issues that may lead to negative reviews. Furthermore, this study emphasizes the significant role of hosts in shaping both positive and negative recommendations. This research contributes valuable insights to the field of peer-to-peer accommodation, highlighting the significance of various factors influencing customers’ recommendation behavior.
format Article
author Ding, Kai
Gong, Xi Yun
Huang, Tao
Choo, Wei Chong
spellingShingle Ding, Kai
Gong, Xi Yun
Huang, Tao
Choo, Wei Chong
Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
author_facet Ding, Kai
Gong, Xi Yun
Huang, Tao
Choo, Wei Chong
author_sort Ding, Kai
title Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
title_short Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
title_full Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
title_fullStr Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
title_full_unstemmed Recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
title_sort recommend or not: a comparative analysis of customer reviews to uncover factors influencing explicit online recommendation behavior in peer-to-peer accommodation
publisher Elsevier
publishDate 2024
url http://psasir.upm.edu.my/id/eprint/105745/
https://www.sciencedirect.com/science/article/pii/S2444883423000232?via%3Dihub
_version_ 1800721424613113856
score 13.211869

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