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

Raffaele Filieri,Salma Alguezaui,Francesco Galati,Elisabetta Raguseo

Journal of Business Research（2023）

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摘要

•We explore customer experience (CEX) with standard and premium P2P accommodations.•We combine big data text analytics and qualitative thematic analysis.•We develop a theoretical framework of CEX with different P2P types.•Premium P2Ps foster aesthetic, symbolic, and emotional experiences,•Standard P2Ps foster utilitarian considerations of internal/external environments.

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关键词

Customer experience, Sharing economy, standard and premium Peer-To-Peer, Airbnb, Text analytics, Thematic analysis

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