Abstract ‘Sharing economy’ platforms such as Airbnb have recently given rise to new travel trends in which electronic word of mouth and interpersonal contact are central. This study examines 90 positive reviews, with a threefold objective: first, analyse what makes Airbnb a social platform; second, understand online/offline rapport enhancement prior to and during the Airbnb experience; and third, examine the main rapport enhancement strategies in users’ evaluations. The results show that while reviewers place great importance on transactional wants before the experience, during face-to-face contact sociality rights become more important. After the Airbnb experience, however, the main rapport strategies point to enhancing the addressee’s face, while identity is constantly co-constructed. The present study intends to bring to the fore the function of positive rapport in the Airbnb experience, in an online system in which the management of communicative skills may be the main tool for success – or failure.

中文翻译：

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什么是积极的体验？

摘要 Airbnb 等“共享经济”平台最近引发了新的旅行趋势，其中电子口耳相传和人际交往成为核心。本研究调查了 90 条正面评价，具有三个目标：首先，分析是什么使 Airbnb 成为社交平台；其次，在Airbnb体验之前和期间了解在线/离线融洽关系的增强；第三，检查用户评价中的主要关系增强策略。结果表明，虽然评论者在体验之前非常重视交易需求，但在面对面接触期间，社交权利变得更加重要。然而，在 Airbnb 体验之后，主要的融洽策略指向增强收件人的面子，而身份则不断地共同构建。