Self-disclosure and Perceived Trustworthiness of Airbnb Host Profiles

Xiao Ma, Jeff Hancock, Kenneth Lim Mingjie, and Mor Naaman

February 25, 2017 -
paper cscw award

Honorable Mention for Best Paper

[PDF] through the ACM Author-Izer service.
Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing

[Blog post] on Medium. (Please do share :p)

Slides: [PDF], [Keynote]

[Dataset] on Github

Media Coverage

The Observer: 3 Science-Backed Ways to Get Airbnb Users to Choose Your Listing

Cornell Chronicle: Hospitable language inspires trust in Airbnb customers

Airbnb Host Profiles Eight topics in Airbnb hosts profiles and their likelihood of appearance.

We conducted the first large-scale mixed-method analysis of Airbnb host profiles, by categorizing the types of information hosts share in their profiles, and assessing how trustworthy their profiles are perceived to be. We found that hosts do not always follow the prompts by Airbnb website, but instead disclose information that reduces the uncertainty of anticipated future interaction. The language of hospitality, i.e., making direct promises to take care of guests, was found to be the most effective in establishing perceived trustworthiness.

BibTex

@inproceedings{Ma:2017:SPT:2998181.2998269,
 author = {Ma, Xiao and Hancock, Jeffery T. and Lim Mingjie, Kenneth and Naaman, Mor},
 title = {Self-Disclosure and Perceived Trustworthiness of Airbnb Host Profiles},
 booktitle = {Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing},
 series = {CSCW '17},
 year = {2017},
 isbn = {978-1-4503-4335-0},
 location = {Portland, Oregon, USA},
 pages = {2397--2409},
 numpages = {13},
 url = {http://doi.acm.org/10.1145/2998181.2998269},
 doi = {10.1145/2998181.2998269},
 acmid = {2998269},
 publisher = {ACM},
 address = {New York, NY, USA},
 keywords = {airbnb, self-disclosure, sharing economy, social exchange, trustworthiness},
}