case study Airbnb PDF

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the answer sheet of Airbnb case study, it is the part of principle of Marketing ...

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Mr. Saranuwat Matsayamat 62170440172

Company case Airbnb: Making Hospitability Authentic 1. How do the four characteristics of service apply to Airbnb? How does Airbnb deal with each characteristics? 1. Intangibility : Airbnb offers their customers a platform were hospitality services are offered. The customers can’t feel, touch, see, taste, hear the service because it’s intangible, they can only experience the service after purchasing. So Airbnb deals with this characteristic by providing images of the hospitality services and also offer many detailed information which describes the hotels hostels or places that customers could at least have the idea of what the place will look and feel like. 2. Inseparability : The service provider and the service can’t be differentiated. Airbnb deals with this characteristic by improving the company image which can lead to the increase the customers. Airbnb again offers the detailed information about the services and reviews and follow ups with the customers to ensure that they care and support the customers, which makes them more credible and trustworthy. 3. Perishability : This characteristic applies to Airbnb since the rooms can’t be stored for later usage if no one booked them for the specific date. Airbnb provides their services with online platform reservations which the customers can select the location, date, and time, also can negotiate the price with the host before making the reservation. 4. Variability: this characteristic refers to the fact that the quality of the services are different based on the service provider, place, time, and how they provide it. Airbnb is not similar to other lodging services, choose to provide the authenticity of experience other place. They focus on providing a home and locals feeling to the customers to feel like neighborhood and this type of service was not common.

2. Apply the service profit chain concept to Airbnb. The service profit chain is very limited in Airbnb, they have many people who do the background checks and ensure the houses or hotels of the host that offer is suitable. Then they have the customer using the Airbnb service to find a house or place which they talk to the host and book for specific day with the requirement.

3. How does Airbnb differentiate its offer, delivery and image? One thing that Airbnb is really good at is making it to be possible for the customers to find a place they really want. They also have many thousand rooms and each room is different, if the customers are looking for a modern place, wooden house, brick house, a house by a lake Airbnb has you covered. Their service is delivered with a lot of personal touch from the host and also has a variety of options length of stay, place, number of visitor, the payment, so why Airbnb is different.

4. How much of a threat is competition to Airbnb? In my opinion, even though there is a big hotel company started to add new locations where Airbnb is popular, but it’s still difficult for them to duplicate the unique experience Airbnb offers. In addition, other companies similar to Airbnb could gain market share in the future. However, Airbnb has such a large market share and offers such a different experience from hotels that competition is not a big threat to them.

5. Will Airbnb last as long as Hilton Worldwide has? Explain. In my opinion, I don’t think we can compare to Hilton Hotel that provides customers with option on where to stay. Hilton has been around at longer, and their targets is a specific market. They are not cheap places to stay, as where Airbnb is more for the person with a limited budget. A hotel is more of an experience than staying at an Airbnb. For example, when I travel with my family we stay in hotels because of the commodities and amenities. But when I travel by myself I stay in Airbnb because I’m looking for is a safe, cheap places with local culture to stay....