1887
Volume 10, Issue 2
  • ISSN 1878-9714
  • E-ISSN: 1878-9722
USD
Buy:$35.00 + Taxes

Abstract

Abstract

‘Sharing economy’ platforms such as Airbnb have recently given rise to new travel trends in which electronic word of mouth and interpersonal contact are central. This study examines 90 positive reviews, with a threefold objective: first, analyse what makes Airbnb a social platform; second, understand online/offline rapport enhancement prior to and during the Airbnb experience; and third, examine the main rapport enhancement strategies in users’ evaluations. The results show that while reviewers place great importance on transactional wants before the experience, during face-to-face contact sociality rights become more important. After the Airbnb experience, however, the main rapport strategies point to enhancing the addressee’s face, while identity is constantly co-constructed. The present study intends to bring to the fore the function of positive rapport in the Airbnb experience, in an online system in which the management of communicative skills may be the main tool for success – or failure.

Loading

Article metrics loading...

/content/journals/10.1075/ps.16060.ohe
2019-07-05
2019-12-08
Loading full text...

Full text loading...

References

  1. Botsman, Rachel , and Roo Rogers
    2011What’s Mine is Yours: The Rise of Collaborative Consumption. New York: Harper Business.
    [Google Scholar]
  2. Bridges, Judith , and Camilla Vásquez
    2016 “If Nearly all Airbnb Reviews are Positive, Does that Make them Meaningless?” Current Issues in Tourism19: 1–19. 10.1080/13683500.2016.1267113
    https://doi.org/10.1080/13683500.2016.1267113 [Google Scholar]
  3. Brown, Penelope and Stephen C. Levinson
    1987Some Universals of Language Usage. Cambridge: Cambridge University Press. 10.1017/CBO9780511813085
    https://doi.org/10.1017/CBO9780511813085 [Google Scholar]
  4. Bucholtz, Mary and Kira Hall
    2005 “Identity and Interaction: A Socio-Cultural Linguistic Approach”. Discourse Studies7(4/5): 585–614. 10.1177/1461445605054407
    https://doi.org/10.1177/1461445605054407 [Google Scholar]
  5. Burt, Ronald
    2000 “The Network Structure of Social Capital.” Research in Organizational Behaviour22: 345–423. 10.1016/S0191‑3085(00)22009‑1
    https://doi.org/10.1016/S0191-3085(00)22009-1 [Google Scholar]
  6. Campbell, Kim S.
    2005 “The Rapport Management Model: How Physicians Build Relationships with Patients.” IEEE International Professional Communication Conference Proceedings422–432.
    [Google Scholar]
  7. Campbell, Kim S. , Charles D. White , and Rita Durant
    2007 “Necessary Evils, (In)justice, and Rapport Management.” Journal of Business Communication44(2): 161–185. 10.1177/0021943606297904
    https://doi.org/10.1177/0021943606297904 [Google Scholar]
  8. Cansoy, Mehmet and Juliet Schor
    2016 “Who Gets to Share in the Sharing Economy? Understanding the Patterns of Participation and Exchange on Airbnb”. Retrieved fromwww.bc.edu/content/dam/files/schools/cas_sites/sociology/pdf/SharingEconomy.pdf
  9. Dayter, Daria , and Sofia Rüdiger
    2014 “Speak your Mind, but Watch your Mouth: Objectification Strategies in Negative References in CouchSurfing.” InFace Work and Social Media, ed. by Kristina Bedijs , Gudrun Held , and Christiane Maab , 193–212. Berlin: LIT Verlag.
    [Google Scholar]
  10. De Fina, Anna , Deborah Schiffrin and Michael Bamberg
    (eds.) 2006Discourse and Identity. Cambridge: Cambridge University Press. 10.1017/CBO9780511584459
    https://doi.org/10.1017/CBO9780511584459 [Google Scholar]
  11. Ellison, Nicole , Charles Steinfield , and Cliff Lampe
    2007 “The Benefits of Facebook ‘Friends’: Social Capital and College Students’ Use of Online Social Network Sites.” Journal of Computer Mediated Communication12 (4): 1143–1168. 10.1111/j.1083‑6101.2007.00367.x
    https://doi.org/10.1111/j.1083-6101.2007.00367.x [Google Scholar]
  12. Ert, Eyal , Aliza Fleischer , and Nathan Magen
    2016 “Trust and Reputation in the Sharing Economy: the Role of Personal Photos in Airbnb.” Tourism Management55: 62–73. 10.1016/j.tourman.2016.01.013
    https://doi.org/10.1016/j.tourman.2016.01.013 [Google Scholar]
  13. Esbensen, Julie
    2009 “The Use of ‘Fuck’ as a Rapport Management Strategy in British and American English.” Griffith Working Papers in Pragmatics and Intercultural Communication2 (2): 104–119.
    [Google Scholar]
  14. Garcés-Conejos Blitvich, Pilar , Patricia Bou-Franch and Nuria Lorenzo-Dus
    2013 “Identity and Impoliteness: The Expert in the Talent Show Idol”. Journal of Politeness Research9(1): 97–121. 10.1515/pr‑2013‑0005
    https://doi.org/10.1515/pr-2013-0005 [Google Scholar]
  15. García, Carmen
    2009 “¿Qué:::? ¿Cómo que te vas a casar? Congratulations and Rapport Management: A case Study of Peruvian Spanish speakers.” Pragmatics19 (2): 197–222. 10.1075/prag.19.2.03gar
    https://doi.org/10.1075/prag.19.2.03gar [Google Scholar]
  16. Georgakopoulou, Alexandra
    2013 “Small Stories and Identities Analysis as a Framework for the Study of Im/politeness-in-Interaction.” Journal of Politeness Research9: 55–74. 10.1515/pr‑2013‑0003
    https://doi.org/10.1515/pr-2013-0003 [Google Scholar]
  17. Goffman, Erving
    1972Interaction Ritual: Essays on Face-to-Face Behaviour. Harmondsworth: Penguin.
    [Google Scholar]
  18. Hennig-Thurau, Thorsten , Kevin P. Gwinner , Gianfranco Walsh , and Dwayne D. Gremler
    2004 “Electronic Word-of-Mouth via Consumer Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?” Journal of Interactive Marketing18: 38–52. 10.1002/dir.10073
    https://doi.org/10.1002/dir.10073 [Google Scholar]
  19. Hernández-López, María de la O.
    2011 “Negotation Strategies and Patient Empowerment in Spanish and British Medical Consultations.” Communication and Medicine8 (2): 169–80.
    [Google Scholar]
  20. Hernández-López, Mariola and Maria Elena Placencia
    2004 “Modos de Conducir las Relaciones Interpersonales en Interacciones de Atención al Público: El caso de las Farmacias en Sevilla y Londres.” ELUA: Estudios de Lingüística de la Universidad de Alicante18: 129–150. 10.14198/ELUA2004.18.07
    https://doi.org/10.14198/ELUA2004.18.07 [Google Scholar]
  21. Herring, Susan
    2004 “Computer-Mediated Discourse Analysis: An Approach to Researching Online Behavior”. InDesigning for Virtual Communities in the Service Learning, ed. by S. Barab , R. Kling & J. H. Gray , 338–76. Cambridge: Cambridge University Press. 10.1017/CBO9780511805080.016
    https://doi.org/10.1017/CBO9780511805080.016 [Google Scholar]
  22. Ho, Victor
    2013 “The Need for Identity Construction in Computer-Mediated Professional Communication: A Community of Practice Perspective”. InHandbook of Research on Technoself: Identity in a Technological Society (vol.1), ed. by Rocci Luppicini , 180–208. Hershey, Penna.: IGI Global. 10.4018/978‑1‑4666‑2211‑1.ch027
    https://doi.org/10.4018/978-1-4666-2211-1.ch027 [Google Scholar]
  23. Kamoen, Naomi , Maria Mos , and Robbin Dekker
    2015 “A hotel that is not Bad isn’t Good. The Effects of Valence Framing and Expectation in Online Reviews on Text, Reviewer and Product Appreciation.” Journal of Pragmatics75: 28–43. 10.1016/j.pragma.2014.10.007
    https://doi.org/10.1016/j.pragma.2014.10.007 [Google Scholar]
  24. Kang, Sin-Hwa , Jonathan Gratch , Candy Sidner , Ron Artstein , Lixing Huang , and Louis-Phillippe Morency
    2012 “Towards Building a Virtual Counsellor: Modelling Non-Verbal Behaviour During Intimate Self-Disclosure.” Proceedings of the 11th International Conference on Automomous Agents and Multiagent Systems1: 63–70.
    [Google Scholar]
  25. Kogut, Tehila
    2011 “The Role of Perspective Taking and Emotions in Punishing Identified and Unidentified Wrongdoers.” Cognition & Emotion25(8): 1491–1499. 10.1080/02699931.2010.547563
    https://doi.org/10.1080/02699931.2010.547563 [Google Scholar]
  26. Levin, Irvin P. , Sara K. Schnittjer , and Shannon L. Thee
    1998 “Information Framing Effects in Social and Personal Decisions.” Journal of Experimental Social Psychology24 (6): 520–529. 10.1016/0022‑1031(88)90050‑9
    https://doi.org/10.1016/0022-1031(88)90050-9 [Google Scholar]
  27. Litvin, Stephen W. , Ronald E. Goldsmith , and Bing Pan
    2008 “Electronic Word-of-Mouth in Hospitality and Tourism Management.” Tourism Management29 (3): 458–468. 10.1016/j.tourman.2007.05.011
    https://doi.org/10.1016/j.tourman.2007.05.011 [Google Scholar]
  28. Martínez López, Nuria , and Manuel Padilla Cruz
    2012 “Rapport Management by Spanish learners of English as an L2 at the Opening Phase of Interaction in the Tourist Information Office: A Pragmatic Analysis.” InEmpiricism and Analytical Tools for 21st Century Applied Linguistics, ed. by I. Elorza , 833–846. Salamanca: Ediciones Universidad de Salamanca.
    [Google Scholar]
  29. Pizam, Abraham
    2014 “Peer-to-Peer Travel: Blessing or Blight?” International Journal of Hospitality Management38: 118–119. 10.1016/j.ijhm.2014.02.013
    https://doi.org/10.1016/j.ijhm.2014.02.013 [Google Scholar]
  30. Placencia, María Elena
    2004 “Rapport-Building Activities in Corner-Shop Interactions.” Journal of Sociolinguistics8 (2): 215–245. 10.1111/j.1467‑9841.2004.00259.x
    https://doi.org/10.1111/j.1467-9841.2004.00259.x [Google Scholar]
  31. Placencia, María Elena , and Ana Macera Rueda
    2011 “‘Vaya, Qué Chungo!’ Rapport-Building Talk in Service Encounters: The case of Bars in Seville at Breakfast Time.” InSpanish at Work: Analysing Institutional Discourse across the Spanish Speaking Worlded. by Nuria Lorenzo-Dus , 192–207. Basingstoke: Palgrave Macmillan. 10.1057/9780230299214_14
    https://doi.org/10.1057/9780230299214_14 [Google Scholar]
  32. Placencia, María Elena , Catalina Fuentes Rodríguez , and María Palma-Fahey
    2015 “Nominal Address and Rapport Management in Informal Interactions Among University Students in Quito (Ecuador), Santiago (Chile) and Seville (Spain).” Multilingua: Journal of Cross-Cultural and Interlanguage Communication34 (4): 547–575. 10.1515/multi‑2014‑0107
    https://doi.org/10.1515/multi-2014-0107 [Google Scholar]
  33. Rosen, Devan , Pascale R. Lafontaine , and Blake Hendrickson
    2011 “CouchSurfing: Belonging and Trust in a Globally Cooperative Online Social Network.” New Media & Society13(6): 981–998. 10.1177/1461444810390341
    https://doi.org/10.1177/1461444810390341 [Google Scholar]
  34. Simon, Bernd
    2004Identity in modern society. A social psychological perspective. Oxford: Blackwell. 10.1002/9780470773437
    https://doi.org/10.1002/9780470773437 [Google Scholar]
  35. Spencer-Oatey, Helen
    2000Culturally Speaking: Managing Rapport Through Talk Across Cultures (1st Ed.) London: Continuum.
    [Google Scholar]
  36. 2007 “Theories of Identity and the Analysis of Face.” Journal of Pragmatics39: 539–556. 10.1016/j.pragma.2006.12.004
    https://doi.org/10.1016/j.pragma.2006.12.004 [Google Scholar]
  37. 2008Culturally Speaking: Culture, Communication and Politeness Theory (2nd Ed.) London & New York: Continuum.
    [Google Scholar]
  38. Spencer-Oatey, Helen , and Peter Franklin
    2009Intercultural Interaction. A Multidisciplinary Approach to Intercultural Communication. Basingstoke, UK: Palgrave Macmillan. 10.1057/9780230244511
    https://doi.org/10.1057/9780230244511 [Google Scholar]
  39. Spencer-Oatey, Helen , and Jiang Xing
    2003 ”Managing Rapport in Intercultural Business Interactions: A Comparison of Two Chinese-British Welcome Meetings.” Journal of Intercultural Studies24 (1): 33–46. 10.1080/07256860305788
    https://doi.org/10.1080/07256860305788 [Google Scholar]
  40. Stanley, Kam-Chung Chan , Michael Bond , Helen Spencer-Oatey , and Mildred A. Rojo-Laurilla
    2004 ”Culture and Rapport Promotion in Service Encounters: Protecting the Ties that Bind.” Journal of Asian Pacific Communication14 (2): 245–260. 10.1075/japc.14.2.04cha
    https://doi.org/10.1075/japc.14.2.04cha [Google Scholar]
  41. Tussyadiah, Lis P. , and Juho Pesonen
    2015 “Impacts of Peer-to-Peer Accommodation Use on Travel Patterns.” Journal of Travel Research12: 1–19.
    [Google Scholar]
  42. Vásquez, Camilla
    2011 “Complaints Online: The Case of TripAdvisor.” Journal of Pragmatics43 (6): 1707–1717. 10.1016/j.pragma.2010.11.007
    https://doi.org/10.1016/j.pragma.2010.11.007 [Google Scholar]
  43. 2014 “‘Usually Not one to Complain but…’: Constructing Identities in User-Generated Online Reviews. InThe Language of Social Media: Identity and Community on the Interneted. by P. Seargeant and C. Tagg . Basingstoke, UK: Palgrave Macmillan. 10.1057/9781137029317_4
    https://doi.org/10.1057/9781137029317_4 [Google Scholar]
  44. Wong, Siu-Lung , and Janet W. Salaff
    1998 “Network Capital: Emigration from Hong Kong.” The British Journal of Sociology49 (3): 358–374. 10.2307/591388
    https://doi.org/10.2307/591388 [Google Scholar]
  45. Zervas, Georgios , Davide Proserpio , and John W. Byers
    2014 “The Rise of the Sharing Economy: Estimating the Impact of Airbnb on the Hotel Industry.” Working Paper. Boston: Boston University. Retrieved frompeople.bu.edu/zg/publications/airbnb.pdf
  46. Zhao, Ran , Alexandros Papangelis , and Justine Cassell
    2014 “Towards a Dyadic Computational Model of Rapport Management for Human-Virtual Agent Interaction.” InIntelligent Virtual Agents (Lecture Notes in Computer Science Series) ed. by T. Bickmore , S. Marsella , and C. Sidner . Cham, Switzerland: Springer International. 10.1007/978‑3‑319‑09767‑1_62
    https://doi.org/10.1007/978-3-319-09767-1_62 [Google Scholar]
http://instance.metastore.ingenta.com/content/journals/10.1075/ps.16060.ohe
Loading
/content/journals/10.1075/ps.16060.ohe
Loading

Data & Media loading...

This is a required field
Please enter a valid email address
Approval was successful
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error