Core and supplemental elements of hospitality in the sharing economy: Insights from semantic and tonal cues in Airbnb property listings

Abstract

Advances in peer-to-peer sharing, made popular by platforms like Airbnb, have altered previous conceptualizations of the lodging hospitality product. This study performs semantic and tonal analyses on a large-scale dataset collected from Airbnb. Our results support a concept of lodging hospitality that comprises core products and services, supplemental customer care, and a third factor we term ‘host sharing.’ Furthermore, the study offers insight into the topics and rhetorical tactics currently defining lodging hospitality marketing on the Airbnb platform. These findings can be used to provide guidance for Airbnb hosts to provide suitable information in their listings. • The disruption of the hospitality industry in the era of peer to peer sharing or the “gig” economy is explored. • Conceiving a new conceptualization of hospitality is argued for. • Semantic and tonal analyses on a large scale and rich dataset collected from Airbnb is performed and results are presented. • A philosophical shift away from the dominant position of the consumer in defining the concept of hospitality is revealed. • Establishes a different balance of rights, and possibly power, between hosts and guests.