Sources of negative memorable experiences: Finnish Airbnb guest perspectives

Sthapit, Erose ORCID: https://orcid.org/0000-0002-1650-3900 and Bjork, Peter (2022) Sources of negative memorable experiences: Finnish Airbnb guest perspectives. Consumer Behavior in Tourism and Hospitality, 17 (4). pp. 382-395. ISSN 2752-6666

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Abstract

Purpose – This study aims to bridge the gaps in the extant memorable tourism experience and Airbnb literature by exploring the sources of negative memorable Airbnb experiences among Finnish guests. Design/method/approach – This study employed a qualitative approach and used data collected through semi-structured interviews. The sampling criteria for selecting participants were that they be Finnish nationals who had booked and stayed in an Airbnb accommodation within the past 36 months. Participants were identified using a criteria-based snowball sampling technique. A qualitative empirical study was conducted using self-structured interviews completed by 18 Finnish tourists who had stayed at Airbnb in the past three years. Findings – Three main sources make up the conceptual framework of a negative memorable Airbnb experience: unclean accommodations, unpleasant host behaviour and poor customer service. Practical implications – Airbnb management should make efforts to reduce guests’ negative experiences. This goal can be achieved by developing service quality management policies and strategies. These policies and strategies pertaining to service provision are standardised, clear and universally applicable to all hosts. In addition, Airbnb management should recruit qualified customer service personnel and equip them with service recovery skills through training and control mechanisms. Such training should focus on upgrading their skills for handling complaints. Originality – This study responds to the need to examine negative experiences as part of memorable tourism experiences and the sources of negative memories. The originality of this study includes the extension of the existing literature on memorable tourism experiences and Airbnb by proposing a conceptual framework of negative memorable Airbnb experiences that comprises three main components: unclean rooms, unpleasant host behaviour and poor customer service.