{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,8]],"date-time":"2026-06-08T11:21:18Z","timestamp":1780917678557,"version":"3.54.1"},"reference-count":58,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2019,8,7]],"date-time":"2019-08-07T00:00:00Z","timestamp":1565136000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2020,6,18]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to investigate attributes that influence Airbnb customer experience by analysing online reviews from users staying in London. It presents a text mining approach to identify a set of broad themes from the textual reviews. It aims to highlight the customers\u2019 changing perception of good quality of accommodations.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>This paper analyses 169,666 reviews posted by Airbnb users who stayed in London from 2011 to 2015. Hierarchical clustering algorithms are used to group similar words into clusters based on their co-occurrence. Longitudinal analysis and seasonal analysis are conducted for a more coherent understanding of the Airbnb customer behaviour.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>This paper provides empirical insights about how Airbnb users\u2019 mindset of good quality of accommodations changes over a five-year timespan and in different seasons. While there are common attributes considered important throughout the years, exclusive attributes are discovered in particular years and seasons.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title>\n<jats:p>This paper is confined to Airbnb experiences in London. Researchers are encouraged to apply the proposed methodology to investigate Airbnb experiences in other cities and detect any change in customer perception of quality stay.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>This paper offers implications for the prioritisation of customer concerns to design and improve services offerings and for alignment of services with customer expectations in the sharing economy.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This paper fulfils an identified need to examine the change in customer expectation across the timespan and seasons in the case of Airbnb. It also contributes by illustrating how big data can be used to uncover key attributes that facilitate the engagement with the sharing economy.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/itp-10-2018-0475","type":"journal-article","created":{"date-parts":[[2019,8,7]],"date-time":"2019-08-07T11:12:51Z","timestamp":1565176371000},"page":"945-961","source":"Crossref","is-referenced-by-count":46,"title":["Analysing online reviews to investigate customer behaviour in the sharing economy"],"prefix":"10.1108","volume":"33","author":[{"given":"Carmen Kar Hang","family":"Lee","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ying Kei","family":"Tse","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Minhao","family":"Zhang","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jie","family":"Ma","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2019,8,7]]},"reference":[{"key":"key2021070515372420300_ref001","unstructured":"Airbnb (2018a), \u201cAbout us\u201d, available at: https:\/\/press.atairbnb.com\/about-us\/ (accessed 10 August 2018)."},{"key":"key2021070515372420300_ref002","unstructured":"Airbnb (2018b), \u201cWhat is the Airbnb service fee?\u201d, available at: www.airbnb.co.uk\/help\/article\/1857\/what-is-the-airbnb-service-fee (accessed 10 August 2018)."},{"key":"key2021070515372420300_ref003","unstructured":"Airbnb (2018c), \u201cAirbnb highlights new accessibility filters and features for guests with disabilities worldwide\u201d, available at: https:\/\/press.atairbnb.com\/airbnb-highlights-new-accessibility-filters-and-features-for-guests-with-disabilities-worldwide\/ (accessed 13 August 2018)."},{"key":"key2021070515372420300_ref004","unstructured":"Airbnb (2018d), \u201cAirbnb doubles down on experiences, expanding to 1000 destinations and adding new passion categories in 2018\u201d, available at: https:\/\/press.atairbnb.com\/airbnb-doubles-down-on-experiences-expanding-to-1000-destinations-and-adding-new-categories-in-2018\/ (accessed 13 August 2018)."},{"key":"key2021070515372420300_ref006","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.tmp.2018.09.001","article-title":"Exploring entrepreneurship in the sharing accommodation sector: empirical evidence from a developing country","volume":"28","year":"2018","journal-title":"Tourism Management Perspectives"},{"issue":"6","key":"key2021070515372420300_ref007","doi-asserted-by":"crossref","first-page":"714","DOI":"10.1016\/j.im.2016.12.008","article-title":"Shared experience in pretrip and experience sharing in posttrip: a survey of Airbnb users","volume":"54","year":"2017","journal-title":"Information & Management"},{"issue":"4","key":"key2021070515372420300_ref008","doi-asserted-by":"crossref","first-page":"881","DOI":"10.1086\/666376","article-title":"Access-based consumption: the case of car sharing","volume":"39","year":"2012","journal-title":"Journal of Consumer Research"},{"key":"key2021070515372420300_ref009","first-page":"1","article-title":"Dynamic polarity lexicon acquisition for advanced social media analytics","volume":"9","year":"2017","journal-title":"International Journal of Engineering Business Management"},{"issue":"1","key":"key2021070515372420300_ref010","doi-asserted-by":"crossref","first-page":"7","DOI":"10.1080\/09720073.2014.11891518","article-title":"Sharing versus pseudo-sharing in Web 2.0","volume":"18","year":"2014","journal-title":"Anthropologist"},{"issue":"8","key":"key2021070515372420300_ref011","doi-asserted-by":"crossref","first-page":"1595","DOI":"10.1016\/j.jbusres.2013.10.001","article-title":"You are what you can access: sharing and collaborative consumption online","volume":"67","year":"2014","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2021070515372420300_ref012","doi-asserted-by":"crossref","first-page":"477","DOI":"10.1086\/671052","article-title":"Extended self in a digital world","volume":"40","year":"2013","journal-title":"Journal of Consumer Research"},{"key":"key2021070515372420300_ref013","doi-asserted-by":"crossref","first-page":"85","DOI":"10.1016\/j.ijhm.2018.02.006","article-title":"Airbnb\u2019s effect on hotel sales growth","volume":"73","year":"2018","journal-title":"International Journal of Hospitality Management"},{"key":"key2021070515372420300_ref014","unstructured":"Botsman, R. 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