Revisiting consumers' intention to use peer-to-peer accommodation services: The role of positive emotional response from COVID-19 crisis response communication

Abstract

The study revisits the predictors of consumers' intentions to use peer-to-peer accommodation (P2PA) services and accents the impact of positive emotional responses from COVID-19 crisis response communication efforts adopted by P2PA service providers. An online scenario-based survey was carried out among 265 consumers from the Philippines. The results of the analysis reveal that peer-to-peer accommodation usage intentions remain driven by perceived economic benefits, environmental benefits, and trust while dismissing the desire for social interaction. Emotions elicited from crisis response communication affect consumer psychology and behavior, hence, service providers should aptly communicate crisis response efforts along the route to crisis recovery.