Airbnb case questions.docx - Dan Brosseau Principles of Marketing Airbnb Case Questions 1 How do the four characteristics of services apply to Airbnb

Airbnb case questions.docx - Dan Brosseau Principles of...

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Dan Brosseau 9/13/18 Principles of Marketing Airbnb Case Questions 1) How do the four characteristics of services apply to Airbnb? How does Airbnb deal with each characteristic? The first characteristic of services is service intangibility . In the case of Airbnb, this means that customers cannot experience the house they will be staying in before they get to their destination. Airbnb deals with this characteristic by making hosts provide pictures of the location that customers can look through. As it states in the passage, “listings provide photos and details that give potential guests a reasonably accurate idea of what their stay will be like. Guests can contact potential hosts with questions before booking”. In providing this, customers will have more confidence in their booking and a better idea of the service they will receive before they even get to their destination. The next characteristic of services is variability . Airbnb deals with this characteristic through its standard rating system for both hosts and guests as well as features like its, “verification process, tips for safe and satisfactory bookings, and a 24-hour Trust and Safety hotline”. Through these, Airbnb does its best to ensure that both hosts and guests have enough knowledge to get rid of the uncertainty that comes along with the variability in its services.
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