What are tour guides most praised for? A sharing economy perspective

This study aims to identify the key themes featuring tour guides who promote their services through the sharing economy landscape. A content analysis approach was applied to 229 online reviews posted on Tours by Locals by tourists who bought tours in Istanbul. Findings reveal two key themes that summarize how tourists view local tour guides in the sharing economy. These were labelled as interpersonal skills (e.g., good communication, helpfulness) and competence (e.g., knowledge about the history and culture of the attractions). The proposed themes can be useful for both service providers and destination management organizations.