458
Views
7
CrossRef citations to date
0
Altmetric
Articles

What drives guests to misreport their experiences on Airbnb? A structural equation modelling approach

ORCID Icon, ORCID Icon & ORCID Icon
Pages 3443-3460 | Received 25 Oct 2019, Accepted 29 May 2020, Published online: 12 Jun 2020

References

  • Abrahao, B., Parigi, P., Gupta, A., & Cook, K. S. (2017). Reputation offsets trust judgments based on social biases among Airbnb users. Proceedings of the National Academy of Sciences, 114(37), 9848–9853. https://doi.org/10.1073/pnas.1604234114
  • Airbnb. https://press.airbnb.com/es/fast-facts/
  • Askalidis, G., Kim, S. J., & Malthouse, E. C. (2017). Understanding and overcoming biases in online review systems. Decision Support Systems, 97, 23–30. https://doi.org/10.1016/j.dss.2017.03.002
  • Baute-Díaz, N., Gutiérrez-Taño, D., & Díaz-Armas, R. (2019). Interaction and reputation in Airbnb: An exploratory analysis. International Journal of Culture, Tourism and Hospitality Research, 13(4), 370–383. https://doi.org/10.1108/IJCTHR-10-2018-0149
  • Belarmino, A., Whalen, E., Koh, Y., & Bowen, J. T. (2019). Comparing guests’ key attributes of peer-to-peer accommodations and hotels: Mixed-methods approach. Current Issues in Tourism, 22(1), 1–7. https://doi.org/10.1080/13683500.2017.1293623
  • Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. https://doi.org/10.1177/009207039502300402
  • Bolton, G., Greiner, B., & Ockenfels, A. (2013). Engineering trust: Reciprocity in the production of reputation information. Management Science, 59(2), 265–285. https://doi.org/10.1287/mnsc.1120.1609
  • Bolton, G. E., Kusterer, D. J., & Mans, J. (2019). Inflated reputations: uncertainty, leniency, and moral Wiggle room in trader feedback systems. Management Science, 65(11), 5371–5391. https://doi.org/10.1287/mnsc.2018.3191
  • Bowlby, J. (1977). The making and breaking of affectional bonds: I. Aetiology and psychopathology in the light of attachment theory. The British Journal of Psychiatry, 130(3), 201–210. https://doi.org/10.1192/bjp.130.3.201
  • Bridges, J., & Vásquez, C. (2018). If nearly all Airbnb reviews are positive, does that make them meaningless? Current Issues in Tourism, 21(18), 2065–2083. https://doi.org/10.1080/13683500.2016.1267113
  • Bronner, F., & De Hoog, R. (2011). Vacationers and eWOM: Who posts, and why, where, and what? Journal of Travel Research, 50(1), 15–26. https://doi.org/10.1177/0047287509355324
  • Brown, P., & Levinson, S. C. (1987). Politeness: Some universals in language usage. Cambridge University Press.
  • Bulchand-Gidumal, J., & Melián-González, S. (2020). Why are ratings so high in the sharing economy? Evidence based on guest perspectives. Current Issues in Tourism, 23(10), 1248–1260. https://doi.org/10.1080/13683500.2019.1602597
  • Carmines, E. G., & Zeller, R. A. (1979). Reliability and validity assessment. N. 07-017, Sage University Paper Series on Quantitative Applications in the Social Sciences. Sage.
  • Cheng, M., & Jin, X. (2019). What do Airbnb users care about? An analysis of online review comments. International Journal of Hospitality Management, 76, 58–70. https://doi.org/10.1016/j.ijhm.2018.04.004
  • Cialdini, R. B., & Goldstein, N. J. (2004). Social influence: Compliance and conformity. Annual Review of Psychology., 55(1), 591–621. https://doi.org/10.1146/annurev.psych.55.090902.142015
  • Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed). Lawrence Erlbaum Associates.
  • Dellarocas, C., & Wood, C. A. (2008). The sound of silence in online feedback: Estimating trading risks in the presence of reporting bias. Management Science, 54(3), 460–476. https://doi.org/10.1287/mnsc.1070.0747
  • Dijkstra, T.K., & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297–316. https://doi.org/10.25300/MISQ/2015/39.2.02
  • Dohmen, T., Falk, A., Huffman, D., & Sunde, U. (2008). Representative trust and reciprocity: Prevalence and determinants. Economic Inquiry, 46(1), 84–90. https://doi.org/10.1111/j.1465-7295.2007.00082.x
  • Dolnicar, S. (2017). Chapter 1 Unique Features of the Networks. In S. Dolnicar (Ed.), Peer-to-Peer accommodation Networks: Pushing the boundaries (pp. 1–14). Oxford: Goodfellow Publishers. http://doi.org/10.23912/9781911396512-3599
  • Dolnicar, S. (2019). A review of research into paid online peer-to-peer accommodation: Launching the annals of tourism research curated collection on peer-to-peer accommodation. Annals of Tourism Research, 75, 248–264. https://doi.org/10.1016/j.annals.2019.02.003
  • Edelman, B. (2017). The market design and policy of online review platforms. Oxford Review of Economic Policy, 33(4), 635–649. https://doi.org/10.1093/oxrep/grx043
  • Ert, E., & Fleischer, A. (2019). The evolution of trust in Airbnb: A case of home rental. Annals of Tourism Research, 75, 279–287. https://doi.org/10.1016/j.annals.2019.01.004
  • Ert, E., Fleischer, A., & Magen, N. (2016). Trust and reputation in the sharing economy: The role of personal photos in Airbnb. Tourism Management, 55, 62–73. https://doi.org/10.1016/j.tourman.2016.01.013
  • Evanschitzky, H., Brock, C., & Blut, M. (2011). Will you tolerate this? The impact of affective commitment on complaint intention and postrecovery behavior. Journal of Service Research, 14(4), 410–425. https://doi.org/10.1177/1094670511423956
  • Faul, F., Erdfelder, E., Buchner, A., & Lang, A.-G. (2009). Statistical power analyses using G*power 3.1: Tests for correlation and regression analyses. Behavior Research Methods, 41(4), 1149–1160. https://doi.org/10.3758/BRM.41.4.1149
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. JMR, Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
  • Fradkin, A., Grewal, E., & Holtz, D. (2018). The determinants of online review informativeness: Evidence from field experiments on Airbnb. Available at SSRN 2939064.
  • Fradkin, A., Grewal, E., & Holtz, D. (2019). Reciprocity in two-sided reputation systems: Evidence from an experiment on Airbnb. Working paper.
  • Geisser, S. (1975). The predictive sample reuse method with applications. Journal of the American Statistical Association, 70(350), 320–328. https://doi.org/10.1080/01621459.1975.10479865
  • Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 161–178. https://doi.org/10.2307/2092623
  • Guerin, B. (2003). Language use as social strategy: A review and an analytic framework for the social sciences. Review of General Psychology, 7(3), 251–298. https://doi.org/10.1037/1089-2680.7.3.251
  • HairJrJ. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
  • HairJrJ. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Sage Publications.
  • Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
  • Hair, J. F. Jr, Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014) Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
  • Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–319. https://doi.org/10.1108/S1474-7979(2009)0000020014
  • Hodgson, L. K., & Wertheim, E. H. (2007). Does good emotion management aid forgiving? Multiple dimensions of empathy, emotion management and forgiveness of self and others. Journal of Social and Personal Relationships, 24(6), 931–949. https://doi.org/10.1177/0265407507084191
  • Horton, J., & Golden, J. (2015). Reputation inflation: Evidence from an online labor market [Working paper], New York University.
  • Kline, R. B. (2011). Principles and practice of structural equation modeling. Guilford Press.
  • Lee, H., Yang, S. B., & Koo, C. (2019). Exploring the effect of Airbnb hosts’ attachment and psychological ownership in the sharing economy. Tourism Management, 70, 284–294. https://doi.org/10.1016/j.tourman.2018.08.017
  • Li, X., Zhu, P., Yu, Y., Zhang, J., & Zhang, Z. (2017). The effect of reciprocity disposition on giving and repaying reciprocity behavior. Personality and Individual Differences, 109, 201–206. https://doi.org/10.1016/j.paid.2017.01.007
  • Liu, H., Cella, D., Gershon, R., Shen, J., Morales, L. S., Riley, W., & Hays, R. D. (2010). Representativeness of the patient-reported outcomes measurement information system internet panel. Journal of Clinical Epidemiology, 63(11), 1169–1178. https://doi.org/10.1016/j.jclinepi.2009.11.021
  • Luca, M. (2017). Designing online marketplaces: Trust and reputation mechanisms. Innovation Policy and the Economy, 17(1), 77–93. https://doi.org/10.1086/688845
  • Matherly, T. (2019). A panel for lemons? Positivity bias, reputation systems and data quality on MTurk. European Journal of Marketing, 53(2), 195–223. https://doi.org/10.1108/EJM-07-2017-0491
  • Mittal, V., Huppertz, J. W., & Khare, A. (2008). Customer complaining: The role of tie strength and information control. Journal of Retailing, 84(2), 195–204. https://doi.org/10.1016/j.jretai.2008.01.006
  • Moe, W. W., & Trusov, M. (2011). The value of social dynamics in online product ratings forums. Journal of Marketing Research, 48(3), 444–456. https://doi.org/10.1509/jmkr.48.3.444
  • Möhlmann, M. (2016). Digital trust and peer-to-peer collaborative consumption platforms: a mediation analysis. Available at SSRN 2813367.
  • Muchnik, L., Aral, S., & Taylor, S. J. (2013). Social influence bias: A randomized experiment. Science, 341(6146), 647–651. https://doi.org/10.1126/science.1240466
  • Nosko, C., & Tadelis, S. (2015). The limits of reputation in platform markets: An empirical analysis and field experiment. NBER Working paper, (No. w20830).
  • Osman, H., D'Acunto, D., & Johns, N. (2019). Home and away: Why do consumers shy away from reporting negative experiences in the peer-to-peer realms? Psychology & Marketing, 36(12), 1162–1175. https://doi.org/10.1002/mar.21264
  • Pera, R., Viglia, G., Grazzini, L., & Dalli, D. (2019). When empathy prevents negative reviewing behavior. Annals of Tourism Research, 75, 265–278. https://doi.org/10.1016/j.annals.2019.01.005
  • Perugini, M., Gallucci, M., Presaghi, F., & Ercolani, A. P. (2003). The personal norm of reciprocity. European Journal of Personality, 17(4), 251–283. https://doi.org/10.1002/per.474
  • Proserpio, D., Xu, W., & Zervas, G. (2018). You get what you give: Theory and evidence of reciprocity in the sharing economy. Quantitative Marketing and Economics, 16(4), 371–407. https://doi.org/10.1007/s11129-018-9201-9
  • Reichling, F. (2004). Effects of reputation mechanisms on fraud. Prevention in eBay auctions. Working Paper, Stanford University.
  • Ren, Y., Harper, F. M., Drenner, S., Terveen, L., Kiesler, S., Riedl, J., & Kraut, R. E. (2012). Building member attachment in online communities: Applying theories of group identity and interpersonal bonds. Mis Quarterly, 841–864. https://doi.org/10.2307/41703483
  • Resnick, P., & Zeckhauser, R. (2002). Trust among strangers in Internet transactions: Empirical analysis of eBay's reputation system. In The Economics of the Internet and E-commerce (pp. 127–157). Emerald Group Publishing Limited.
  • Ringle, C. M., Wende, S., & Becker, J.-M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH, http://www.smartpls.com
  • Roldán, J. L., & Sánchez-Franco, M. J. (2012). Variance-based structural equation modeling: Guidelines for using Partial least squares in information systems research. In M. Mora, O. Gelman, A. Steenkamp, & M. Raisinghani (Eds.), Research methodologies, innovations and philosophies in software systems engineering and information systems (pp. 193–221). IGI Global.
  • Roster, C. A., Rogers, R. D., Albaum, G., & Klein, D. (2004). A comparison of response characteristics from web and telephone surveys. International Journal of Market Research, 46(3), 359–373. https://doi.org/10.1177/147078530404600301
  • Salganik, M. J., Dodds, P. S., & Watts, D. J. (2006). Experimental study of inequality and unpredictability in an artificial cultural market. Science, 311(5762), 854–856. https://doi.org/10.1126/science.1121066
  • Stone, M. (1974). Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society: Series B (Methodological), 36(2), 111–133. https://doi.org/10.1111/j.2517-6161.1974.tb00994.x
  • Streukens, S., & Leroi-Werelds, S. (2016). Bootstrapping and PLS-SEM: A step-by-step guide to get more out of your bootstrap results. European Management Journal, 34(6), 618–632. https://doi.org/10.1016/j.emj.2016.06.003
  • Tadelis, S. (2016). Reputation and feedback systems in online platform markets. Annual Review of Economics, 8(1), 321–340. https://doi.org/10.1146/annurev-economics-080315-015325
  • Tussyadiah, I., & Zach, F. (2015). Hotels vs. peer-to-peer accommodation rentals: Text analytics of consumer reviews in Portland, Oregon. Peer-to-Peer Accommodation Rentals: Text Analytics of Consumer Reviews in Portland, Oregon (April 10, 2015).
  • Weißhaar, I., & Huber, F. (2016). Empathic relationships in professional services and the moderating role of relationship age. Psychology & Marketing, 33(7), 525–541. https://doi.org/10.1002/mar.20895
  • Zainol, N. A., Lockwood, A., & Kutsch, E. (2010). Relating the zone of tolerance to service failure in the hospitality industry. Journal of Travel & Tourism Marketing, 27(3), 324–333. https://doi.org/10.1080/10548401003744792
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12. https://doi.org/10.1177/0092070393211001
  • Zervas, G., Proserpio, D., & Byers, J. (2015). A First Look at Online reputation on Airbnb, Where Every Stay Is above Average. SSRN: http://ssrn.com/abstract=2554500

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.