Experiencing P2P accommodations : anecdotes from Chinese customers

Abstract

This study explores the key dimensions and attributes of Chinese customers’ experiences with peer-to-peer (P2P) accommodations through Airbnb in China. Thirty-four in-depth interviews were conducted with Airbnb customers. Results suggest that seven dimensions underpin the customer experience with P2P accommodations: physical utility, sensorial experience, core service, guest-host relationship, sense of security, social interaction, and local touch. This indicates that unlike traditional commercial hotels, P2P accommodations appeal to customers to a larger extent for their social and cultural characteristics. Implications are provided for stakeholders, including P2P accommodation practitioners and users, to co-create experiential value.