What have hosts overlooked for improving stay experience in accommodation-sharing? Empirical evidence from Airbnb customer reviews

Purpose In accommodation-sharing, hosts must provide satisfactory stay experiences for guests, who will then express intentions to revisit (behavioral loyalty) and/or recommend the others (attitudinal in their reviews. Through lens of expectation-confirmation theory, this study aims investigate service dimensions customers focus on reviews and relationships with customer-loyalty manifestations accommodation-sharing. Design/methodology/approach This uses topic modeling discover distinctive from Airbnb a micro perspective map them onto overarching themes macro perspective, further examine among topics using cluster analysis. Findings reveals “information” as an important theme rarely mentioned literature. Besides, “homeliness” is unique dimension associated behavioral attitudinal loyalty toward Practical implications The findings help accommodation-sharing platforms identify customer concerns drivers Originality/value existing literature, perceptions are largely determined through surveys, not univocal due inconsistencies measurement items used, potential response bias limited sample sizes. capitalizes wealth user-generated content extracts directly textual reviews, overcoming previous research limitations.