Sources of Value co-creation, co-destruction and co-recovery at Airbnb in the Context of the COVID-19 Pandemic

Erose Sthapit*, Matthew J. Stone, Peter Björk

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

Abstract

This study explored the sources of value co-creation, co-destruction and co-recovery amid the COVID-19 outbreak using 415 online reviews of guests’ experiences with Airbnb. Data analysis using the grounded theory approach identified two main sources: Airbnb’s customer service and hosts’ conduct. Four sub-themes (quality of interactions with customer service representatives, difficulties in achieving resolution, dissatisfaction or satisfaction with the resolution offered and costs incurred by the consumer) comprised the main theme of Airbnb’s customer service. Two sub-themes (the role of the host’s communication in service recovery and perceived unethical actions by the host) comprised the main theme of hosts’ conduct. The findings indicate that collaborative engagement in the restoration of service failure by actors results in value co-recovery.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Hospitality & Tourism Administration
ISSN1525-6480
DOIs
Publication statusPublished - 20.06.2022
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • value co-creation
  • value co-destruction
  • value co-recovery
  • airbnb
  • COVID-19

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