Airbnb and Digital Guest Experiences
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| Format: | Thesis |
| Kulcsszavak: | Airbnb Airbnb communication Airbnb in Croatia Communication Strategies Digital guest interactions guest experience guest satisfaction Host-guest relationships Short-term lodging |
| Online Access: | http://dolgozattar.uni-bge.hu/57817 |
| Abstract: | This thesis explores the complex dynamics of communication within the Airbnb ecosystem and its significant impact on guest experiences. The study reveals important discoveries by thoroughly examining survey responses and existing literature, providing valuable insights for hosts, guests, and platform administrators.The research emphasizes the significance of comprehending guest preferences and behaviors in communication methods. Although messaging has become the preferred form of communication, a significant number of respondents do not have a particular preference, emphasizing the importance of flexible strategies. Moreover, guests place greater importance on effective digital interactions compared to face-to-face communication, suggesting a shift towards convenience and ease of access.Clear preferences regarding automated messages are apparent, highlighting the significance of striking a balance between automation and personalization. The speed of communication has a significant impact on guest satisfaction, although respondents show varying degrees of flexibility when it comes to response times. It is essential to adapt communication methods to align with guest preferences, and using a neutral communication style is particularly effective in creating positive guest experiences.The study also investigates the consequences of insufficient communication, uncovering its harmful impact on guest retention and the frequency of repeat bookings. Guests hesitate to endorse properties or make future reservations due to unsatisfactory communication experiences. Moreover, inadequate communication can result in unfavorable evaluations and harm the host's standing.In conclusion, this thesis contributes significant insights into the role of communication in shaping the digital guest experience on Airbnb. |
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