Purpose

From the perspective of two-sided review systems, this study aims to investigate how guests’ prior reputation influences their subsequent satisfaction on Airbnb.

Design/methodology/approach

This study applied a conceptual framework based on social capital theory to explain the effect of guests’ reputation decided by hosts’ prior evaluations on their subsequent satisfaction. The authors collected 96,204 guest reviews posted for 17,325 properties on Airbnb and used the review polarity to measure guest satisfaction. All historical evaluations generated by hosts for each guest were collected and treated as a proxy of guest reputation. Ordinary least squares regressions were conducted to estimate the effect of guests’ reputation on their subsequent satisfaction.

Findings

Results show that guests whose historical evaluations have higher valences or larger variations tend to be more satisfied in their subsequent bookings. However, the number of reviews that guests received from hosts in the past does not influence their subsequent satisfaction.

Research limitations/implications

This study provides new insights into the hospitality literature by identifying the influencing factors of guest satisfaction on peer-to-peer rental platforms from the perspective of two-sided review systems. Results also present practical implications to property owners and website designers to gain a deeper understanding of the determinants of guest satisfaction and the consequences of social interactions between hosts and guests.

Originality/value

This study is a novel attempt that analyzes the effect of guests’ reputation on their satisfaction with subsequent bookings based on two-sided review systems on peer-to-peer rental platforms. Thus, this study provides a starting point for investigating how two-sided review systems affect use behavior on peer-to-peer rental platforms.

中文翻译：

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声誉对宾客满意度的影响：从 Airbnb 的双面评论角度

目的

本研究旨在从双向评价系统的角度探讨客人先前的声誉如何影响他们随后对Airbnb的满意度。

设计/方法论/途径

本研究应用基于社会资本理论的概念框架来解释由主人先前评价决定的客人声誉对其后续满意度的影响。作者收集了 Airbnb 上针对 17,325 家酒店发布的 96,204 条住客评论，并使用评论极性来衡量住客满意度。收集主机对每位房客生成的所有历史评价，并将其视为房客声誉的代理。进行普通最小二乘回归来估计客人声誉对其后续满意度的影响。

发现

结果表明，历史评价价较高或变化较大的客人往往对后续预订更加满意。然而，房客过去从房东那里收到的评论数量并不影响他们随后的满意度。

研究局限性/影响

本研究从双向评价系统的角度确定了点对点租赁平台上客人满意度的影响因素，为酒店业文献提供了新的见解。结果还为业主和网站设计者提供了实际意义，以更深入地了解客人满意度的决定因素以及主人和客人之间社交互动的后果。

原创性/价值

本研究是基于点对点租赁平台的双向评价系统来分析客人声誉对其后续预订满意度的影响的新颖尝试。因此，本研究为调查双向审查系统如何影响点对点租赁平台上的使用行为提供了一个起点。