Airbnb Superhosts' talk in commercial homes

Abstract

Critically analysing the behaviour of peer-to-peer accommodation hosts provides alternative ways of understanding hospitality and tourism experiences. This paper offers an analysis of how Airbnb hosts in Australia talk and interact with guests and the contextual constructs which shape this behaviour. We applied a theoretical framework of service language and a multiple case study methodology to explore the perspectives of different Superhosts. Our analysis suggests peer-to-peer exchanges are influenced by the nature of accommodation as a commercial home. Talk and interaction varies through pre-arrival, arrival, occupancy, departure and post-departure. Our findings contribute to research regarding peer-to-peer accommodation hosting, interpersonal communication and service interactions in commercial homes, and guide a design of hospitality-centric experiences in a changing accommodation environment.