In order to better manage shared accommodation, user service feedback is an indispensable management tool for shared accommodation platforms.
The platform provides consumers with a way to discover, evaluate, and compare online products and services by collecting and disclosing user service feedback for merchantsAttract consumers to the platform.
At the same time, through the implementation of user service feedback, shared accommodation platforms can better supervise shared accommodation providers and help shared accommodation providers find the gap between their own services and consumer expectationsand take action to improve services
Negative user feedback often leads to downgrades, deducted points and even fines for shared accommodation providers, and there are endless news reports of shared accommodation providers harassing users in order to eliminate negative feedback.
Shared accommodation platforms have a good understanding of how to regulate the behavior of shared accommodation providersThere is a challenge to further improve their service creativity.
In 2019, the transaction size of China's shared accommodation market reached 156800 million yuan, a year-on-year increase of 344%, while the overall growth rate of the accommodation market is only 135%。The growth rate of shared accommodation is far outpacing the overall growth rate of the accommodation marketThe momentum is strong.
From neat urban apartments to treehouses, yurts, and private islands, from KOLs, short-term marketing to high-quality boutique accommodation, from personalized customization to creating diversified IP themes, the development of shared accommodation has shifted from speed and scale to boutique and personalization.
In the future, service innovation will become more and more importantBecome an important means of attracting users.
Shared accommodations transform the expression of user feelings and experiences, creating a new dynamic of the relationship between users and shared accommodation providers. Although there have been a large number of studies detailing the application of shared business models in various fields, only a few scholars have attempted to conceptualize shared business models.
Shared accommodation is an alternative to goods and services traditionally provided by established industries. Define shared accommodation as a space suitable for overnight stays provided by non-operating individualsTemporarily transfer the right to use the space to the user.
Shared accommodation is defined as a different from the traditional e-commerce B2C operation model, shared accommodation is based on Internet technology, through the ** short-term rental platform, although the definition is different, but there are also commonalities, that is, the current definition of shared accommodation is a service provided by tourists who travel away from home.
The way shared accommodation platforms create value is by matching users looking for accommodation with hosts who offer unused private space for short-term rentals. Different shared accommodation platforms require different contributions from shared accommodation providers, users, and platformsAs a result, they have different value propositions.
Shared accommodation has grown exponentially in recent years. With a shared accommodation platform, individuals can rent out underutilized space on a short-term basis. Specifically, shared accommodations provide users with a convenient and economical option. For users on the go, shared accommodation provides a more authentic travel experience and creates a sense of "home".
The significant growth of shared accommodation is also attributed to the economic and social benefits it brings to shared accommodation providers, who build relationships with users in order to provide them with unique services; The desire for social interaction encourages users to participate in shared accommodations.
Negative feedback is when an employee is not meeting their goals or performance standards. Negative feedback is defined as: information that a person's level of service creativity is below the user's standard. The information provided by the negative feedback shows that:The behavior is unsatisfactory or unacceptable.
Service creativity refers to the generation of novel and useful ideas by individuals in service. Negative feedback ultimately affects service creativity by altering an individual's attention. There is a lot of disagreement in research on the relationship between negative feedback and employee creativity.
Negative feedback makes the recipient aware of the gap between their current level of creativity and the standard, and when the feedback recipient focuses on the task itself, discovers his own shortcomings in the creative task, and spends enough time to design more useful and novel strategies for the creativity task, and implement these strategies to improve his creativity.
According to the threat rigidity theory, "threat" refers to an individual's subjective perception of imminent negative or destructive consequences, and based on this definition, negative feedback can be regarded as a threat from the outside. The threat leads to an increase in the psychological stress of the individualMakes the individual unable to concentrate.
Attention deficit will cause the decline of individual information processing ability, the inability to discover the problems existing in the current creativity task in time, and the difficulty in generating and introducing new ideas in the creativity task, which will lead to the decline of creativity.
Over time, shared accommodation providers are able to build their own network records, called shared accommodation network resumes, and service feedback from users is a very important part of the shared accommodation network resume.
Users will make judgments on the services of the shared accommodation provider based on the shared accommodation network resume, and negative feedback will affect the impression of the shared accommodation network resume to the user, affect the user's cognition and attitude towards the accommodation, and lead to the user's lack of confidence in the shared accommodation provider, which will further lead to a decrease in the future demand for the homestay. This is something that shared accommodation providers are very reluctant to see.
This can lead to more aggravated conflicts between shared accommodation providers and users. Negative feedback is more likely to be perceived as a "threat" by the host and negatively impact the behaviour of the host provider.
The threat rigidity theory states that the perception of a threat leads to a sense of psychological insecurity. They may feel that such negative feedback is not conducive to the improvement of their services, but rather affects their network ratings, which can reduce their income, which often makes them feel uneasy.
Feedback does not occur naturally in an organization, but rather it occurs in a society where the basis for evaluation is created, and in an organizational context, employees strive to meet the standards in which the evaluator evaluates the creativity of the employee by considering the gap between the demonstrated creativity and the standard.
It was found that it was necessary for researchers to specify the social and organizational environment and the specifics of the recipient when studying feedback. The same applies to shared accommodations.
Autonomous motivation can be divided into many forms according to the strength of autonomy: internal regulation, integration regulation and identity regulation.
Therefore, the higher the degree of autonomy motivation of the shared accommodation provider, the more heartfelt they like the shared accommodation service and are eager to serve every user well, and the more they are able to transform the work value of the shared accommodation service into personal belief and value.
The willingness to invest more emotional, physical, and cognitive resources in service means that attention is more likely to be diverted back to the task itself, and autonomous motivation can reduce the adverse impact of negative feedback on the task process.
When a shared accommodation provider receives negative feedback, the higher the autonomy motivation, the stronger the threat perception of the negative feedback, which will cause the shared accommodation provider to focus more on the "threat" itself than on the service itself, thus enhancing the adverse impact of negative feedback on the task process.
Self-motivation is the ability of the shared accommodation provider itself to perceive an important resource that contributes to the achievement of the goal. We believe that autonomy as an important resource will enhance the effectiveness of creativity in the course of a taskThis in turn affects the service creativity of shared accommodation providers.
Those with high autonomy are more likely to put more effort into the service during the task.
As a motivating factor that drives employee engagement, autonomous motivation refers to an individual's desire to invest energy in a task because they are interested in something and enjoy engaging in a certain activity. Employees with high autonomy motivation are strongly motivated by the active nature of the work itself, have higher curiosity, and have higher cognitive flexibility and execution.
The strong external goal of the accommodation provider means that its autonomy motivation is lower, and it is more likely to produce depression, anxiety, low self-esteem and job burnout in the process of pursuing the goal, which is not conducive to focusing on the task itself, and personal attention is more likely to be disturbed by the outside world, so that the shared accommodation provider cannot focus on the task itself, search and generate new ideas, which in turn leads to a decrease in service creativity.
It is very important to use negative feedback correctly. Shared accommodation platforms shall establish a reasonable evaluation system. There is a negative and significant relationship between negative feedback and service creativity. Shared accommodation platforms should pay attention to adopting a scientific evaluation mechanism to determine whether to allow shared accommodation providers to list their houses on the platform, rather than simply expanding the number of shared accommodation providers.
Generally speaking, negative user feedback is an important management tool of the platform, and the platform often demotes service personnel, deducts points, fines, etc.
This can have a negative impact on the personal mood of the shared accommodation provider, and it can also make the shared accommodation provider worry about the impact on their income, so negative feedback is not good for the shared accommodation provider, which may lead to a downward adjustment of their goals.
Platforms should change the current practice of only posting negative feedback through online comments to a certain extent, so that negative feedback can be delivered in a more effective way, so as to reduce the negative impact of negative feedback.
Shared accommodation platforms should pay attention to adopting a scientific evaluation mechanism to determine whether to allow shared accommodation providers to list their houses on the platform, rather than simply expanding the number of shared accommodation providers.
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