The purpose of this paper is to map the service quality (SQ) of Airbnb, to provide additional insight for such top player of short-stay accommodation in the sharing economy context.,A mixed-method approach is used in two phases. In the qualitative phase, 112,138 online review comments of Airbnb guests were analyzed to generate the service attributes. In the quantitative phase, an online survey (n = 814) was conducted to calculate the performance and importance values of extracted attributes to plot them in an Importance-Performance Analysis (IPA) matrix.,A holistic image of the Airbnb extracted service attributes was presented through the IPA plot. Four types of SQ strategies were proposed, considering the actions priority. “Price reasonability” was the most important service attribute of Airbnb for guests, whereas “Check-in flexibility” was the best performed one.,The results shed light on the most relevant SQ attributes of Airbnb and proposed suitable strategies that can prioritize relevant stakeholders’ actions and decisions. The study significantly contributes to all decision makers involved in the short-stay accommodation sharing industry to further understand and develop SQ.,This research, using a comprehensive hybrid method, opens a lens to see more clearly the positioning of different attributes of Airbnb service from importance and performance viewpoints. As a contribution, the SQ of Airbnb was mapped by conducting an IPA for the first time in the literature.

中文翻译：

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大数据方法可绘制短期住宿共享的服务质量

本文的目的是绘制Airbnb的服务质量（SQ），以为共享经济背景下的此类短期住宿顶级参与者提供更多见识。混合方法在两个阶段中使用。在定性阶段，对Airbnb住客的112,138条在线评论进行了分析，以生成服务属性。在定量阶段，进行了一次在线调查（n = 814），以计算提取属性的性能和重要性值，并将其绘制在重要性-性能分析（IPA）矩阵中。Airbnb提取的服务属性的整体图像为通过IPA图呈现。考虑到操作的优先级，提出了四种类型的SQ策略。“价格合理性”是Airbnb为客人提供的最重要的服务属性，结果显示了Airbnb最相关的SQ属性，并提出了可以优先考虑相关利益方的行动和决策的合适策略。该研究为参与短期住宿共享行业的所有决策者进一步了解和开发SQ做出了重要贡献。这项研究采用一种综合的混合方法，为从以下角度更清楚地了解Airbnb服务不同属性的定位开辟了一条道路。重要性和性能观点。作为贡献，Airbnb的SQ通过文献首次进行IPA绘制。该研究为参与短期住宿共享行业的所有决策者进一步了解和开发SQ做出了重要贡献。这项研究采用一种综合的混合方法，为从以下角度更清楚地了解Airbnb服务不同属性的定位开辟了一条道路。重要性和性能观点。作为贡献，Airbnb的SQ通过文献首次进行IPA绘制。该研究极大地促进了参与短期住宿共享行业的所有决策者进一步了解和开发SQ。这项研究采用一种综合的混合方法，为从以下角度更清楚地了解Airbnb服务不同属性的定位开辟了一条道路。重要性和性能观点。作为贡献，Airbnb的SQ通过文献首次进行IPA绘制。