The Role of Authenticity in Airbnb Experiences

The role of perceived authenticity as an important part of the peer-to-peer hosting experience leading to satisfaction is demonstrated and hosts are provided insights how to enhance tourists’ perceived authenticity and relive upon Airbnb’s authentic brand claim.

Abstract

Integrating the concept of perceived authenticity into a peer-to-peer accommodation setting, this study investigates its impact on tourists' satisfaction and loyalty. Through an online survey among users of the popular peer-to-peer accommodation platform Airbnb, various factors which impact perceived authenticity were analysed using Structural Equation Modelling (SEM). Hospitality factors and service quality show to significantly impact tourists' perceived level of authenticity. Self-congruence does not show to impact a peer-to-peer accommodation authentic experience. In addition, this study demonstrates the role of perceived authenticity as an important part of the peer-to-peer hosting experience leading to satisfaction. Furthermore, hosts are provided insights how to enhance tourists' perceived authenticity and relive upon Airbnb's authentic brand claim.