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The characteristics of quality in peer-to-peer accommodation: a host´s perspective in the Algarve
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Abstract(s)
O alojamento local mudou a maneira como os turistas reservam as suas férias e se
envolvem com um destino. Atualmente, existem mais de 13 milhões de unidades de
alojamento local disponíveis em mais de 200 países. Com o crescente número de
alojamentos locais, os hóspedes passaram a escolher os alojamentos que mais garantias
de qualidade ofereciam. Este estudo visa determinar as características de qualidade da
oferta turística deste tipo de estabelecimentos, com base na perspetiva dos anfitriões e
criar um quadro de referência que os gestores possam utilizar no futuro.
Foi realizada uma extensa revisão da literatura, e discutidos os principais
constructos que a análise do tema pressupunha: economia da partilha, alojamento
local, cocriação de valor e o tema da gestão das experiências.
Para esta pesquisa, foi utilizada uma abordagem qualitativa. Para alcançar este
objetivo foram realizadas entrevistas junto de um grupo de proprietários de alojamento
local. As entrevistas basearam-se em quatro temas: 1) A motivação para hospedar, 2) A
definição de qualidade de acordo com os anfitriões, 3) A gestão da experiência do cliente
e 4) Hospedagem como experiência.
Os resultados obtidos permitem perceber as perspetivas os gestores de unidades
de alojamento local têm sobre a qualidade dos serviços prestados, as dimensões que os
turistas utilizam para avaliar essa mesma qualidade e a problemática da gestão da
qualidade das experiências turísticas relacionadas com este tipo de alojamento.
Peer-to-peer accommodation is a relatively new concept that can be seen as a byproduct of the sharing economy and it is estimated that there are over 13,5 million available properties. Currently, peer-to-peer accommodations lack recognisable labels that identify quality attributes. The purpose of this study is to determine those characteristics from the perspective of the hosts. To achieve this, a thorough investigation of the academic literature was first produced. The topics of sharing economy, peer-to-peer accommodation, value co-creation and experience management were determined to be all interconnected. The literature pointed out emerging concepts such as customer experience and value co-creation as important to the peer-to-peer accommodation market as they have had a visible impact on the way tourist consume hospitality services. Based on the literature findings, and the exploratory nature of the study, the most appropriate method of analysis available to use is qualitative. This allows a more flexible approach in determining how hosts perceive quality. Using the main themes discovered during the literature review, interviews with hosts were conducted and were guided by four themes, their motivation to host, their definition of quality, how they managed guest experience and their experience as a host. The findings from these interviews emphasised the complex nature of defining quality outright but did provide key practices and feelings that could help determine what is perceived as quality for guests. It also showed that current available management tools are not necessarily adequate for this different type of holiday accommodation provider. By combining the current academic literature and the findings of this research, a framework for new hosts can be established presenting all the major attributes of quality for a peer-to-peer accommodation.
Peer-to-peer accommodation is a relatively new concept that can be seen as a byproduct of the sharing economy and it is estimated that there are over 13,5 million available properties. Currently, peer-to-peer accommodations lack recognisable labels that identify quality attributes. The purpose of this study is to determine those characteristics from the perspective of the hosts. To achieve this, a thorough investigation of the academic literature was first produced. The topics of sharing economy, peer-to-peer accommodation, value co-creation and experience management were determined to be all interconnected. The literature pointed out emerging concepts such as customer experience and value co-creation as important to the peer-to-peer accommodation market as they have had a visible impact on the way tourist consume hospitality services. Based on the literature findings, and the exploratory nature of the study, the most appropriate method of analysis available to use is qualitative. This allows a more flexible approach in determining how hosts perceive quality. Using the main themes discovered during the literature review, interviews with hosts were conducted and were guided by four themes, their motivation to host, their definition of quality, how they managed guest experience and their experience as a host. The findings from these interviews emphasised the complex nature of defining quality outright but did provide key practices and feelings that could help determine what is perceived as quality for guests. It also showed that current available management tools are not necessarily adequate for this different type of holiday accommodation provider. By combining the current academic literature and the findings of this research, a framework for new hosts can be established presenting all the major attributes of quality for a peer-to-peer accommodation.
Description
Keywords
Peer-to-peer accommodation Hosting Experience Motivation Expectations Value co-creation