Measuring Overall Customer Experience in a Hospitality Collaborative Consumption Context
Bibliographic record
Abstract
Measuring and managing customer experience is increasingly becoming a priority in the experience-laden hospitality context. With the growing desire of consumers for living more authentic experiences, the collaborative consumption (CC) model has gained significant popularity in this industry. However, to date, the underlying structure of customer experience in a hospitality CC context has not been uncovered and a generalizable quantitative measure is yet to be developed. To fill this gap, this research aims to develop and validate a scale for measuring customer experience in a hospitality CC context. Based on a sample collected from Airbnb customers, results yield a 17-item five-dimensional scale (Platform brand experience, Accommodation sensory experience, Social experience with the host, Platform responsive capacity, and Quality of interaction with the host). This work demonstrates that providing an excellent customer experience in a CC context stems from a customer-centred approach from all the involved parties. Theoretical and managerial implications are also presented, along with relevant research avenues.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.003 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.002 | 0.001 |
| Open science | 0.000 | 0.002 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.003 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".