Customer experience with standard and premium Peer-To-Peer offerings: a mixed-method combining text analytics and qualitative analysis

R. Filieri (1) , S. Alguezaui , F. Galati , E. Raguseo

1 Audencia Business School

Although the sharing economy is growing, there is limited research on customer experience (CEX) with different types of peer-to-peer (P2P) offerings. This study explored CEX with standard versus premium P2P offerings adopting an innovative mixed-method approach combining text analytics and thematic analysis. The study relies on a sample of 14.680 reviews of 468 listings on Airbnb. Findings reveal that premium P2P customers are more involved and likely to leave positive and longer reviews. CEX with standard P2P offerings focuses on the utilitarian aspects of the physical internal and external environment and human interaction, which, in the premium P2P context, foster aesthetic, symbolic, and emotional experiences. Overall, CEX with premium P2P is rich in symbolism, aesthetically pleasing, emotionally charged, and is likely to lead to customer delight. The study makes a methodological contribution by combining qualitative research and text analytics to study customer experience.

Although the sharing economy is growing, there is limited research on customer experience (CE) with peer-to-peer (P2P) offerings, particularly on standard versus premium P2Ps. This study explored CE with standard versus premium P2P offerings adopting an innovative mixed-method approach combining text analytics and thematic analysis. The study relies on a sample of 14.680 reviews of 468 listings on Airbnb. Findings reveal that premium P2P customers are more involved and likely to leave positive and longer reviews. CE with standard P2P offerings focuses on the utilitarian aspects of the physical internal and external environment and human interaction, which, in the premium P2P context, foster aesthetic, symbolic, and emotional experiences. Overall, CE with premium P2P is rich in symbolism, aesthetically pleasing, emotionally charged, and is likely to lead to customer delight. The study makes a methodological contribution by combining qualitative research and text analytics in the study of customer experience.

Mots clés: Customer experience Sharing Economy standard and premium Peer-To-Peer Airbnb Text analytics Thematic analysis; Customer experience; Sharing Economy; standard and premium Peer-To-Peer; Airbnb; Text analytics; Thematic analysis

Mots clés: sharing economy; peer-to-peer; customer experience; mixed-methods; text analytics

Domaines: Gestion et management

R. Filieri, S. Alguezaui, F. Galati, E. Raguseo. Customer experience with standard and premium Peer-To-Peer offerings: a mixed-method combining text analytics and qualitative analysis. Journal of Business Research, 2023, 167 (November 2023), ⟨10.1016/j.jbusres.2023.114128⟩. ⟨hal-04474167⟩