Airbnb Service Marketing

Hand in:

10th of April

Hand in:

10th of April

2014

2014

Number of characters: ______ ()

Number of characters: ______ ()

08

Fall

08

Fall

Copenhagen Business School – 2014

Carina Klinge (221090-1968), Britt Malene Ehm Hansen (071286-2130), Sandra Netsov (070690-2538) & Raffaele Fedele (251190-3133)

Lecturer: Jørgen Vinding.

Copenhagen Business School – 2014

Carina Klinge (221090-1968), Britt Malene Ehm Hansen (071286-2130), Sandra Netsov (070690-2538) & Raffaele Fedele (251190-3133)

Lecturer: Jørgen Vinding.

Service Quality of Airbnb

Service Marketing with aspects of Events Management

Service Quality of Airbnb

Service Marketing with aspects of Events Management

Table of Contents

1. Introduction 1

1.2. Case Presentation 1

1.3. Problem Statement 1

2. Methodology 2

2.1. Data collection 2

2.2. Research design 2

3. Theoretical Framework 3

3.1 Customer Expectation Levels 3

3.2. The 7 dimensions of E-service Quality 3

4. Analysis 4

4.1. Market Research of Customer Expectations 4

4.2. The 7 Dimensions of Airbnb’s Service Quality 5

4.2.1. Service Evaluation of Airbnb 6

4.2.1.1. Efficiency 6

4.2.1.2. Fulfillment 7

4.2.1.3. Reliability 7

4.2.1.4. Privacy 8

4.2.2. Service Recovery Evaluation of Airbnb 8

4.2.2.1. Responsiveness 8

4.2.2.2. Compensation 9

4.2.2.3. Contact 11

5. Discussion 11

6. Conclusion 13

1. Introduction

Within the last few years the movement of shared economy has grown considerably, with cost-savings being the main driver (source[1]). Furthermore, it is playing an important role in sustainability by growing economic activity without using more resources. A popular business model in this sector is Airbnb, which was founded in 2008 in San Francisco. It has revolutionized the hotel industry by providing a service platform that connects a private host with a traveller in private settings in return for a fee to Airbnb.

Within the last few years...