Year: 2025
Type: article
Abstract: Purpose Space-sharing is reshaping urban hospitality by providing shared environments that meet psychological and practical needs. However, little is known about how customer expectations align with their actual experiences. This study aims to integrate Basic Psychological Needs Theory and Expectation–Confirmation Theory to explore how motivations shape service expectations and perceptions of service quality and to classify customers by needs and evaluation patterns. Design/methodology/approach This qualitative study was conducted in South Korea, using semi-structured interviews. A thematic analysis was conducted in MAXQDA, using a combination of inductive and deductive coding approaches to identify and interpret key themes. Findings This study develops a framework that illustrates how space-sharing experiences in hospitality contexts address the diverse needs of urban residents. It identifies four distinct customer typologies: integrated thrivers, self-driven achievers, self-driven connectors and focused performers. Service quality in space-sharing is primarily shaped by the accuracy of information and platform accountability rather than by interpersonal interaction. This finding highlights the growing demand for contactless service encounters in contemporary urban hospitality settings. Research limitations/implications Theoretically, this study reconceptualises space-sharing as urban infrastructure and extends hospitality theory through a typology-building grounded in psychological needs and service gap formation. Practically, it proposes segmented operational strategies, standardised tools and tripartite governance (platforms, peer-providers and public institutions) to bridge expectation–performance gaps and foster trust-building. Practical implications Practically, it proposes segmented operational strategies, standardised tools and tripartite governance (platforms, peer-providers, and public institutions) to bridge expectation––performance gaps and foster trust-building. Originality/value This interdisciplinary approach synthesises concepts from psychology, hospitality management and the sharing economy, expanding knowledge in emerging contexts of urban space-sharing.
Authors: Eunbi Jo, Yawei Jiang, Aaron Hsiao, Sacha Reid
Institution: Griffith University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4415958473