Examining the Airbnb accommodation experience in Hangzhou through the lens of the Experience Economy Model

Abstract

Customers choosing Airbnb over a traditional hotel are looking for a different experience. Despite the popularity of Airbnb in China, little research has been devoted to examining customers’ perception and experience with this nascent form of accommodation. Through the lens of the expanded Experience Economy Model, and based on 7606 customer comments for 294 listed Airbnb accommodations in Hangzhou, China, this study explored eight aspects of customer experience—namely, entertainment, education, esthetics, escapism, interaction, home-feeling, tangible-sensorial and localness—regarding Airbnb experiences in China. Findings of this study suggested that although all eight aspects were present, there is in general a lack of entertainment and escapist experience in Airbnb accommodations in Hangzhou, suggesting meaningful directions that Airbnb accommodations need to work on. The study contributes to customer experience literature, particularly to the Experience Economy Model and also has important empirical significance.