What drives customers to use access-based sharing options in the hospitality industry?

Abstract

Access-based sharing businesses have gained popularity in the hospitality industry. The recent shift of customers’ willingness to share accommodation with a host as opposed to using a private hotel room has many implications for the traditional lodging sector. Sharing firms such as Airbnb effectively use an online platform to match a customer’s multiple needs with individual service providers and are able to create a unique personalised accommodation experience. This study utilised an abductive research approach to examine the theory and business practice through an iterative process. Following a detailed review of the literature, this study proposes a conceptual model to illustrate the relationship between three participants within the sharing context, namely customers, the sharing firms and the service providers and their relationship with online platforms and social media. This study also provides numerous research directions and practical guidelines for scholars and practitioners in the hospitality industry.

Keywords: access-based sharing, trust, social media, Airbnb, peer-to-peer, online platform, customer relationship