Shared accommodations (e.g., Airbnb) are growing rapidly with ever-increasing attention given to the features of the home decoration style and a homely atmosphere. Similar to an old saying, “Love me, Love my dog”, it has been established that the perception of hosts’ service quality is integrated with customers’ evaluations of house amenities. However, little is known about the influence of service attitude (how it is perceived by guests) on customers’ sensory experience, which is key to their loyalty and satisfaction. Through a pilot study analyzing guest houses’ online reviews, two experiments as well as a survey, service attitude (i.e., enthusiasm and hospitality) was found to be positively associated with customers’ sensory experience. In this process, home-like feelings acted as the mediator, sincerity served as a moderator, and only sincere enthusiasm and hospitality helped promote the home-like feeling for customers. This study sheds light on the customer sensory experience management of shared accommodations from the embodied cognition perspective.

共享住宿（例如，Airbnb）正在迅速增长，人们对家庭装饰风格和居家氛围的关注日益受到关注。类似于“爱我，爱我的狗”这句老话，我们已经确立了对主人服务质量的看法与顾客对房屋设施的评价相结合。但是，关于服务态度（客人的看法）对客户的感官体验的影响知之甚少，这对他们的忠诚度和满意度至关重要。通过一项对旅馆的在线评论进行分析的试点研究，发现两个实验以及一项调查，服务态度（即热情和款待）与客户的感官体验成正相关。在此过程中，家庭般的感觉充当了调解者，真诚充当了主持人，只有真诚的热情和热情好客才能为顾客带来宾至如归的感觉。这项研究从体现的认知角度为共享住宿的客户感官体验管理提供了启示。