Customer experience with standard and premium Peer-To-Peer offerings: A mixed-method combining text analytics and qualitative analysis

Although the sharing economy is growing, there is limited research on customer experience (CEX) with different types of peer-to-peer (P2P) offerings. This study explored CEX with standard versus premium P2P offerings adopting an innovative mixed-method approach combining text analytics and thematic analysis. The study relies on a sample of 14.680 reviews of 468 listings on Airbnb. Findings reveal that premium P2P customers are more involved and likely to leave positive and longer reviews. CEX with standard P2P offerings focuses on the utili-tarian aspects of the physical internal and external environment and human interaction, which, in the premium P2P context, foster aesthetic, symbolic, and emotional experiences. Overall, CEX with premium P2P is rich in symbolism, aesthetically pleasing, emotionally charged, and is likely to lead to customer delight. The study makes a methodological contribution by combining qualitative research and text analytics to study customer experience.