This document summarizes Lan Yao's PhD research which examines differences in hospitality experiences across accommodation types. The research questions investigate how travelers describe their accommodation experiences and whether review contents and satisfaction ratings differ by accommodation type. A conceptual framework is presented that views hospitality as a human exchange on a spectrum from private to commercial settings. The methodology involves collecting and coding over 700 accommodation reviews from platforms like Airbnb, Couchsurfing and TripAdvisor to analyze differences in experiences based on factors like reciprocity, shared space, and platform features. Preliminary results indicate experiences differ based on payment, interaction level, accommodation type, and platform characteristics.

1. ENTER 2016 PhD Workshop Slide Number 1
Identifying differences in hospitality
experiences across accommodation types
Lan Yao
Supervised by Professor Ulrike Gretzel
University of Queensland, Australia
l.yao@business.uq.edu.au
https://www.business.uq.edu.au

2. ENTER 2016 PhD Workshop Slide Number 2
Background
 Internet-based business model
 Web 2.0 technology
 Online reputation system e.g.
bilateral reviewing system
Similar orSuperior
HospitalityExperiences?
Changing structure of hospitality industry
Traditional hospitality sectors (hotels, B&Bs)
Emerging hospitality options

3. ENTER 2016 PhD Workshop Slide Number 3
Research Questions
(1) How do travelers describe their
accommodation experiences?
(2) Do the contents of these reviews and their
associated satisfaction ratings differ across
accommodation types?

4. ENTER 2016 PhD Workshop Slide Number 4
Theoretical Background
Different levels of
•Trust
•Mutual obligation
•Reciprocity
Private Social Commercial
Hotel settingsCommercial
home settings
Domestic
settings
Host –
Guest
Matching
Different
Hospitality
Experiences

5. ENTER 2016 PhD Workshop Slide Number 5
Conceptual Framework
• Hospitality is a contemporaneous human exchange
• The accommodation exchange spectrum

6. ENTER 2016 PhD Workshop Slide Number 6
• Type of Exchange
1) Reciprocity
Paid
accommo-
dation
Unpaid
accommo-
dation
• H1 – Reviewers’ gratitude to the host
• H2a – Explicit recommendations
contained in the reviews
• H2b – References to reciprocal activities
in reviews
• H3 – References to the rooms,
cleanliness, F&B, amenities and location
• H4 – References to accuracy of
accommodation description and
advertised photographs
• H5 – References to altruistic services

7. ENTER 2016 PhD Workshop Slide Number 7
• Interaction
1) Shared space
Traditional
hotels
Couchsurfing
Airbnb
B&B
• H6 – References to trust

8. ENTER 2016 PhD Workshop Slide Number 8
• Interaction
1) Shared space
Traditio
nal
hotels
Couchsurfing
• H7a – References to
staff/host personality and
personal interests
AirbnbB&B
• H7b – References to staff/host
professionalism
• H8 – References to the social
network of the staff/host
• H9 – References to co-creation
experiences

9. ENTER 2016 PhD Workshop Slide Number 9
• Type of Product
1) Uncertainty of products and services
• H10 – References to
explicit recommendation
in order to reduce the
uncertainty for others
Traditio
nal
hotels
CouchsurfingAirbnbB&B

10. ENTER 2016 PhD Workshop Slide Number 10
• Type of Platform
1) Reciprocity
Platforms with unilateral
reviewing systems e.g.
Tripadvisor & Booking.com
for reviewing Traditional
hotels & B&B
Platforms with
bilateral Reviewing
Systems e.g. Airbnb
& Couchsurfing
• H11 – Positive
ratings for hospitality
experiences reviewed
on

11. ENTER 2016 PhD Workshop Slide Number 11
• Type of Platform
2) Facilitation - matching
Platforms without matching
feature e.g. Tripadvisor &
Booking.com for reviewing
Traditional hotels
& B&B
Platforms with
matching features e.g.
Airbnb &
Couchsurfing
• H12 – References to
co-creation
experience reviewed
on

12. ENTER 2016 PhD Workshop Slide Number 12
Methodology
• Quantitative approach
1) Data collection
 Purposive sampling: 793 reviews for accommodation in Australian
Capital cities
 Data format: text and ratings
 Platforms: Tripadvisor, Booking.com, Airbnb and Couchsurfing
2) Data analysis
 Developed a reliable coding scheme
 Coded the data accordingly with the support of Nvivo 10
 Chi-square analysis

13. ENTER 2016 PhD Workshop Slide Number 13
Results
What aspects of hospitality experience are
mentioned prominently by guests?
i.Host/staff related dimensions
ii.References to the core product/service

14. ENTER 2016 PhD Workshop Slide Number 14
Results
Hospitality experiences differ:
1) unpaid - interaction paradigm (e.g. gratitude; altruistic service)
2) paid– service/product core of hospitality experience
3) accommodation types involving shared space ( trust & more
interaction opportunities ) – friendships, co-creation experiences,
social network, comments on staff personality/interests
4) standardized accommodation – explicit recommendation
(except Couchsurfing)
5) bilateral reviewing systems – more positive ratings
6) platforms with matching feature – more co-creation
experiences

15. ENTER 2016 PhD Workshop Slide Number 15
Implications
• New model of hospitality – Airbnb resembles
commercial settings
• Conceptual distinctions among host-guest
interactions guided by marketplace exchange,
lending/borrowing, gift giving and sharing
• The role of host-guest relationship in hospitality
experiences
• The role of online platform in assisting host-guest
matching and further interactions

16. ENTER 2016 PhD Workshop Slide Number 16
Thank you!