Enhancing Service Quality and Trust in Airbnb: An Application of Eisingerich and Bell's Research

Podcast
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April 19, 2023
Title: Enhancing Service Quality and Trust in Airbnb: An Application of Eisingerich and Bell's Research
Host:
Welcome to our research podcast, where we discuss the most recent academic discoveries and how they may be used in business. Today, with Airbnb as our selected service provider in the UK, we'll explore the areas of perceived service quality and customer trust. We'll evaluate the study article "Perceived Service Quality and Customer Trust: Does Enhance Customers' Service Knowledge Matter?" by Andreas B. Eisingerich and Simon J. Bell critically and put its findings into practice.
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Host:
Companies like Airbnb must concentrate on providing excellent service quality in the sharing economy's increasingly competitive environment if they want to preserve their market position. Gaining the trust of customers is essential for maintaining users and promoting development. This study, which examines how consumers' service expertise affects their opinions of the quality of the services they receive and their faith in the supplier, is particularly pertinent.
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Host:
The following three main hypotheses are addressed in the paper: (1) Perceived service quality is positively related to customer trust; (2) Improving customer knowledge of services positively influences perceived service quality; and (3) Improving customer knowledge of services positively influences trust in the service provider. The researchers polled clients in a number of service sectors, including banking, telecommunications, and hotels, to evaluate these predictions. We used structural equation modeling to examine the data.
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Host:
The study by Eisingerich and Bell examines the relationship between customer trust, perceived service quality, and the significance of improving customers' service expertise. Their findings imply that firms may enhance consumers' perceptions of service quality and trust in the service provider by boosting customer service knowledge. This link has essential ramifications for service-oriented businesses like Airbnb since it offers a guide for improving their offerings and cultivating client loyalty.
In the sharing economy, where Airbnb works, the importance of trust between hosts and guests cannot be overstated. Accurate listing representation, excellent inter-party communication, and a clear comprehension of the platform's regulations and processes are all necessary for a pleasant Airbnb experience. Airbnb may improve its customers' understanding of customer service by utilizing Eisingerich and Bell's research findings. This will ultimately result in better service and more trust between guests, hosts, and the platform itself.
Host:
According to the study, increasing a customer's service expertise has a favorable effect on how well they perceive the quality of the service and how much they trust the supplier. Additionally, consumer trust was strongly correlated with perceived service quality. These results underline the value of open communication and educational techniques in fostering client happiness and trust, making them especially relevant to Airbnb. This indicates that for Airbnb, giving consumers comprehensive information about their listings, local experiences, and host expectations may increase their understanding of customer service, resulting in greater levels of trust and a better overall experience (Importance of Customer Service Explained: 8 Benefits | Mailchimp, no date). To further increase customers' service knowledge and their opinion of service quality, support resources and educational materials on how to use the platform and maximize their stay can be made available.
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Host:
As we've been talking about how crucial it is to increase customer service expertise in order to raise their opinion of service quality and trust, it makes me think of a recent joke:
Why did the client choose to work as a detective?
because they wished to learn the secret to excellent customer service!
But really, the quest for outstanding service quality and confidence in service providers may occasionally seem mysterious. However, as research by Eisingerich and Bell has demonstrated, improving customer service expertise is the key. Companies like Airbnb may unlock the secret to fostering more user trust and loyalty by offering open communication, information, and assistance.
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Host:
We suggest the following changes for Airbnb to improve their service procedures and offers based on Eisingerich and Bell's research findings. (1) Improve Listing Descriptions: Airbnb should encourage hosts to include complete, accurate, and current listing descriptions that include images and details about the facilities, the area, and any special needs or regulations. With better service expertise, visitors will have m...