![]() ![]() The analyses revealed nine key themes to CEM of capsule hotels which are “staff,” “hotel,” “area,” “location,” “bed,” “capsule,” “check-in,” “noisy” and “luggage”. Leximancer 4.5 was deployed to analyze the data. This study inspected 1,304 online user-generated content from the top 10 capsule hotels from. Thus, this research provides scholastic insight into the framework of CEM by evaluating the user-generated content at capsule hotels. Organizations within this target segment are starting to recognize the critical role that an excellent customer experience management (CEM) strategy offers in improving competitiveness and organizational success. On the other hand, capsule hotels are a relatively new concept for most travelers outside of Japan. This study provides an important theoretical framework for measuring the Airbnb customer experience through an empirical examination.Ĭapsule hotels are a revolutionary Japanese concept of lodging that dates back over four decades. ![]() More specifically, this study offers suggestions to Airbnb hosts about how to enhance their services to customers based on the four experience dimensions and to hotels about how they can compete with Airbnb on the four experience dimensions. The findings of this study provide insights for Airbnb hosts and hotel managers. The use of a US Airbnb users sample may affect the generalizability of the results. Second, the study demonstrates that these dimensions significantly influence customers’ behavioral intentions. Exploratory factor analysis and confirmed factor analysis were conducted to evaluate the reliability and validity of the scale.įirst, the results support the hypothesis that the Airbnb customer experience comprises four dimensions: home benefits, personalized services, authenticity and social connection. Data were collected from a sample of 561 Airbnb users in the USA. The purpose of this study is to investigate the multi-dimensional structure of the Airbnb customer experience and to examine the influences of this experience on behavioral outcomes.Ī multi-phase methodology was adopted using a survey questionnaire to explore the dimensions. ![]()
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