Space-sharing experiences in hospitality: a psychological needs perspective
本研究整合基本心理需求理论与期望确认理论，通过韩国半结构化访谈，识别出四类顾客类型，并发现空间共享的服务质量主要受信息准确性和平台问责制影响，而非人际互动。
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.