The role of peer-to-peer interactions in sharing accommodation: From cocreation experience to peer customer engagement

Abstract

Taking a service-dominant logic, the sharing accommodation business model consists of two forms of value cocreation: experience cocreation during the accommodation service and peer engagement behaviors after its end. Experience cocreation based on peer-to-peer interactions (P2P interactions) is the key to unlocking the competitive advantage of sharing accommodation. However, the understanding of P2P interactions and how they influence peer engagement behaviors is still limited. We systematically deconstruct P2P interactions and explore their impact on peer engagement behaviors using a dataset of 13217 reviews, a correlated topic model analysis method, and a linear mixed-effects model. Our results show that interpersonal interactions (relationship-oriented social interactions and transaction-oriented functional interactions) have a stronger positive effect on peer engagement behaviors than the physical environment. Social interactions and the physical environment have substitution effects on the impact of peer engagement behaviors. Furthermore, offline interactions positively moderate the impact of P2P interpersonal interactions on peer engagement behaviors.