The Effect of Airbnb Users' Regret on Dissatisfaction and Negative Behavioral Intention.

Abstract

As the most successful platform for peer-based accommodation sharing, Airbnb has transformed the lodging industry into something much more affordable and accessible for travelers on a budget. Compared to a hotel stay, however, its variability of facility and service has created guests' negative emotions such as regret and dissatisfaction. These emotions may cause stress, which negatively affect mental health. Therefore, we explore the factors that influence Airbnb guests' regret, and investigate the relationship between their regret, dissatisfaction, and negative behavioral intention. Structural equation model is utilized on a total of 456 U.S. consumers to examine the relationship among Airbnb users' responses. The findings indicate that price perception influences regret and dissatisfaction the most. The study also reveals that regret has a positive correlation with dissatisfaction, while does not have an influence on switching intention and negative word of mouth. Based on the result, theoretical and managerial implications are discussed.