共享住宿:主客关系的变化与影响  

Sharing Accommodation: The Changes of the Host-Guest Relationship and Its Impacts

作　　者：李力[1] 苏俊仪 LI Li;SU Junyi(School of Economics and Commerce,South China University of Technology,Guangzhou 510006,China)

机构地区：[1]华南理工大学经济与贸易学院

出　　处：《旅游论坛》2019年第3期15-21,共7页Tourism Forum

摘　　要：共享经济是互联网时代的一种新现象,对我国的经济与社会发展产生了重要影响,住宿服务业也不例外。通过文献研究,从共享经济与共享住宿的内涵出发,基于住宿服务的主客关系视角来探究共享住宿给现代住宿服务业带来的影响,具体包括:(1)从交换行为来看,共享住宿为住宿服务企业提出了顾客关系管理的新思路,有利于改善整体住宿服务业中主客互动的质量;(2)从服务方式来看,共享住宿丰富了非标准化住宿的内涵,有助于推进旅游住宿业态的创新;(3)从顾客体验来看,共享住宿实现了顾客本真性的旅游住宿体验诉求,有益于提升接待服务过程中顾客体验的满意程度。The sharing economy is a new phenomenon born in the Internet era, which is considered as an activity by accessing resources rather than owning them.In recent years, the sharing economy has achieved great success in business practice in China, whose unique value proposition has gradually penetrated people's daily life. The various practical forms of sharing economy have become substitutes for many traditional products, which has a profound impact on related traditional industries. With the expansion of peer-to-peer accommodation in the accommodation sector, it has also brought about the disruptive innovation in the hospitality industry. This study concentrates on discussing the influences of peer-to-peer accommodation on the hospitality industry based on the social perspective of the host-guest relationship.The essence of modern hospitality is a host-guest relationship based on the principle of reciprocity. Hospitality service is built on the social relationship,which is a fundamental part that can not be separated from. Thus,understanding of the customer consumption of hospitality must stand on the related social relationship. Focusing on the interaction between people in the process of hospitality is an important way to understand the changes of hospitality services in the theory and practice in modern social life. Adopting the method of literature research,this paper starts from the connotation of sharing economy and peer-to-peer accommodation.Then based on the perspective of the hostguest relationship of hospitality,it explores the impacts of peer-to-peer accommodation on the modern hospitality industry, which includes:(1) From the view of exchange behavior, peer-to-peer accommodation reshapes the roles of service providers and customers and the relationships between them, expanding the scenes of the hospitality, and building an online communication platform and offline interaction space with social functions. It proposes a new idea of customer relationship management for hospitality enterprises, which is cond

关 键 词：共享经济 共享住宿 住宿服务 主客关系 

分 类 号：F590.6[经济管理—旅游管理]