Company case
Airbnb: Making hospitality authentic (blz. 276)
Services industries
– Hotels
– Ensuring quality of the customer experience by standardization
– Assured of certain basics
– The same lay-out, products and basics
– The properties are predictable
– Luxury level varies, the vibe is the same
– Customers expect these standards, their expectations
Airbnb
– Promising a hospitality experience
– New sharing economy
– Online community marketplace the connects people and facilitates transactions
– Promise of value
– Doesn’t own properties
– Authentic experience
– Exceed the accomplishments of the largest hotel chain, Hilton Worldwide
– The travel industry had lost touch with its customers by offering only one cookie–
cutter option—ticky-tack rooms in antiseptic hotels and resorts.
