ChatGPT or online review: Which is a better determinant of customers’ trust in Airbnb listings and stay intention?

This study investigates the dynamic interaction effects of information sources for Airbnb listings, psychological social distance, and Airbnb classification on trust in Airbnb listings, leading to stay intention based on the construal level theory. A 2 (information sources for Airbnb listings: ChatGPT vs. online review) × 2 (psychological social distance: near vs far) × 2 (Airbnb classification: standard Airbnb vs. Airbnb Luxe) between-subjects experiment was conducted. Key findings revealed the mediating role of trust in Airbnb listings in the relationship between information sources for Airbnb listings and stay intention. In addition, for Airbnb Luxe, in an interaction with ChatGPT, a near (vs. far) psychological social distance results in a higher level of trust in Airbnb listings. Conversely, in an interaction effect with online reviews, a far (vs. near) psychological social distance results in a higher level of trust.