Chapter Airbnb Physical Environment Attributes and Customer Behavioural Intention

Abstract

The expansion of Airbnb's environment in the hospitality and tourism industry has made a difference for customers to buy products or services. Over the years, customer behavioural intention has evolved according to various aspects and require to get more than expected to meet the needs and wants. Customers normally book accommodation online. Innovation disrupts Airbnb accommodation is an interesting element that causes customers to be wary of Airbnb. In line with this, customers intend to choose accommodation based on the physical environment, namely the atmosphere, decoration and layout. Despite, weak Airbnb services such as demand services are not provided, and Airbnb is still absent in a large number of fields. This paper aims to review the literature on the role of the physical environment in Airbnb behavioral intentions. Literature reviews indicate that there will be a positive relationship between atmosphere, decoration and layout with behavioral intentions among customers. The findings of this study are expected to fill in the gaps in the literature by expanding existing literary knowledge of Airbnb’s behavioral intentions.