The integrity of the peer-to-peer accommodation industry relies on peer assessment and the assumption that positive reviews are more likely to guide towards positive outcomes. But problems can occur when hosts go out of their way to accommodate their guests, hoping to score positive reviews. Dr. Wei Wei from UCF Rosen College of Hospitality Management and fellow researchers have found that such reviews create an online trail that encourages expectation, which is not necessarily a good thing.
Zhang L., Wei W., Line N. and Cheng Y. (2021) When positive reviews backfire: The effect of review dispersion and expectation disconfirmation on Airbnb guests' experiences. International Journal of Hospitality Management (96) 102979. https://www.sciencedirect.com/science/article/abs/pii/S0278431921001225.
"Expectation Disconfirmation = The Hidden Menace of Positive Airbnb Reviews,"
Rosen Research Review: Vol. 3:
2, Article 10.
Available at: https://stars.library.ucf.edu/rosen-research-review/vol3/iss2/10