Department of Business Organization, Faculty of Economics and Business Administration, Universidad Autónoma de Madrid, 29049 Madrid, Spain.
Int J Environ Res Public Health. 2023 Jan 25;20(3):2158. doi: 10.3390/ijerph20032158.
Peer to Peer (P2P) accommodation has effected a disruptive change in cities and traditional tourist destinations, with considerable growth in the number of customers and hosts offering services worldwide. This growth is not without the problems that arise from service quality failures. Previous research has largely concentrated on positive consumer responses to P2P accommodation, while failures in service have been neglected. Research regarding the impacts of failures on health and safety issues is particularly scarce, especially after the pandemic. Therefore, this research is exploratory in nature and drew on the real experiences of 91 guests worldwide since the beginning the pandemic until 2022. It analyses failures in public health and safety regarding P2P accommodation, classifying them and expanding the categories in order to design recovery strategies to mitigate the negative impacts. The findings provide novel insights that help understand failures in P2P accommodation from a guest's perspective. Moreover, this research suggests recommendations to platforms and hosts that will help improve the levels of service quality and trustfulness for this type of accommodation.
点对点 (P2P) 住宿在城市和传统旅游目的地引起了颠覆性的变化，全球提供服务的客户和房东数量都有了相当大的增长。这种增长并非没有服务质量失败带来的问题。以前的研究主要集中在消费者对 P2P 住宿的积极反应上，而忽略了服务失败的情况。关于服务失败对健康和安全问题的影响的研究尤其稀缺，尤其是在大流行之后。因此，这项研究具有探索性，借鉴了自大流行开始到 2022 年全球 91 位客人的真实体验。它分析了 P2P 住宿在公共卫生和安全方面的失败，对其进行了分类，并扩展了类别，以便设计恢复策略来减轻负面影响。研究结果提供了新颖的见解，有助于从客人的角度理解 P2P 住宿中的失败。此外，本研究还向平台和房东提出了建议，有助于提高此类住宿的服务质量和可信度。
