What makes a good “guest”: Evidence from Airbnb hosts' reviews

Abstract

The purpose of this study is to systematically explore the characteristics of being a good “guest” from the perspective of Airbnb hosts. The study adopts a mixed method combining big data analysis with qualitative content analysis to analyze 10,068 reviews posted by Airbnb hosts. A framework is developed to organize the identified themes and illustrate the characteristics of being a good guest in the context of Airbnb. The framework included three layers in a hierarchical manner: customer-like (low level), guest-like (medium level), and friend-like (high level). The higher the level, the more interaction and engagement from both sides. The findings suggest that Airbnb is primarily considered a consumption space that stressed effective interaction between hosts and guests. The study renders practical implications for platforms to improve guest behaviors and enhance host-guest relationship in the sharing economy.