Influence of value co-destruction on actor wellbeing in Airbnb: the service ecosystem perspective

Abstract

Purpose: Tourism and hospitality activities are meant to enhance individual and collective wellbeing. Recent research has shown that interactions between actors can sometimes lead to negative experiences for at least one party (i.e., guest, host or any other involved actor), which is commonly termed value co-destruction (VCD). This paper explores how VCD drivers emerge within Airbnb and how they influence wellbeing from a service ecosystem perspective. Design/methodology/approach: This study employed an interpretive exploratory research approach to examine the influence of VCD on wellbeing. Data were collected via personal in-depth semi-structured interviews and online reviews posted on public websites. The sample consists of Airbnb guests, hosts and neighbors. Thematic analysis was used to analyze both types of data. Findings: The results demonstrate that six types of guest–host VCD activities (actor perceptions, resources, communication, behaviors, platform-based and conflicting external-based factors) impact five types of wellbeing (financial, social, emotional, physical and leisure) at three levels (micro, meso and macro). Practical implications: This study offers practical insights for the P2P accommodation sector and the wider hospitality industry to prevent negative service encounters and to enhance individual and collective wellbeing. Originality/value: To the best of the authors' knowledge, this research is the first to demonstrate how VCD activities influence wellbeing in multiple levels of institutions in Airbnb from the service ecosystem perspective, thus extending the theorization of VCD and the sharing economy.