scholarly journals Unraveling the diverse nature of service quality in a sharing economy

2017 ◽  
Vol 29 (9) ◽  
pp. 2279-2301 ◽  
Author(s):  
Constantinos-Vasilios Priporas ◽  
Nikolaos Stylos ◽  
Roya Rahimi ◽  
Lakshmi Narasimhan Vedanthachari
Keyword(s):  
Service Quality ◽  
Sharing Economy

Peer-to-Peer Dining: A Motivation Study

2021 ◽  
pp. 109634802199070
Author(s):  
Pearl, M. C. Lin ◽  
Chihyung Michael Ok ◽  
Wai Ching Au
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sharing Economy ◽  
Peer To Peer ◽  
Semistructured Interview ◽  
Food Items ◽  
Tourism Product ◽  
Dining Services ◽  
Stage Analysis ◽  
Practical Implications

This study examined tourist motivations to determine whether peer-to-peer dining is a new, pursuable tourism product. A two-stage analysis of semistructured interview data from 28 individuals yielded three push dimensions (i.e., seeking variety, gaining authentic experience, and enhancing social circle) and six pull dimensions (i.e., food items, atmosphere, relationship with the host, value, service quality, and type of food), which were linked by word-of-mouth and publicity for peer-to-peer dining. Several motivational differences identified between participation in the sharing economy and in conventional dining have suggested that peer-to-peer dining reflects a novel product in food tourism. Interestingly, findings also suggested that tourists perceive local and overseas peer-to-peer dining services differently. This research contributes to the existing literature on the sharing economy and bears practical implications for food destination development and branding.

scholarly journals Effect of Management Commitment to Service Quality on Car-hailing Drivers’ Service Behaviors: The Case of GrabCar in Vietnam

Organizacija ◽  
2021 ◽  
Vol 54 (2) ◽  
pp. 131-146
Author(s):  
Phuong Tran Huy ◽  
Hong Chuong Pham
Keyword(s):  
Service Quality ◽  
Organizational Support ◽  
Service Providers ◽  
Job Involvement ◽  
Sharing Economy ◽  
Service Industries ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Management Commitment ◽  
The Relationship

Abstract Background and Purpose: Management Commitment to Service Quality (MSCQ) has been found to positively predict employee’s service quality and service behaviors in different service industries. In the context of sharing economy, the relationship between company and service providers is different from traditional employment relationship. For car-hailing service, drivers are mainly classified as contractors rather than employees. It is, therefore, necessary to understand whether MSCQ influences drivers’ service quality in a car-hailing context. Design/Methodology/Approach: Data were collected from 214 GrabCar drivers in Vietnam using online and offline survey. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for data analysis. Results: The findings suggest that three dimensions of MCSQ, namely reward system, technology support and organizational support exert significant direct impact on drivers’ service behaviors. In addition, job involvement plays an intermediary role in the relationship between MCSQ and service behaviors. Conclusion: This study expands previous research on MCSQ to the car-haling service and confirms the role of job involvement as an important mechanism to improve service quality provided by drivers. Due to the characteristics of the company-service providers’ relationship in the sharing economy, the mechanisms through which MCSQ influences providers’ service performance need to be investigated in further details.

Service quality in the sharing economy: A review and research agenda

2021 ◽  
Author(s):  
Anna Akhmedova ◽  
Alba Manresa ◽  
Dalilis Escobar Rivera ◽  
Andrea Bikfalvi
Keyword(s):  
Service Quality ◽  
Research Agenda ◽  
Sharing Economy

scholarly journals Evaluation of crowdsourcing logistics service quality based on entropy weight method and analytic hierarchy process

2021 ◽  
Vol 257 ◽  
pp. 02082
Author(s):  
Mian Fu ◽  
Dan Dan Wang
Keyword(s):  
Service Quality ◽  
Operating Cost ◽  
Sharing Economy ◽  
Evaluation Index System ◽  
Entropy Weight ◽  
Logistics Service ◽  
Entropy Weight Method ◽  
Weight Method ◽  
Logistics Service Quality

Crowdsourcing logistics mode is the product of sharing economy by integrating idle resources to reduce the operating cost and improve the efficiency of enterprises. Taking the service quality of crowdsourcing logistics as the research object, this paper analyzes the key influencing factors of the service quality of crowdsourcing logistics, and constructs a crowdsourcing logistics service quality evaluation index system with 4 first level indicators and 15 second level indicators. At the same time, by using AHP and entropy weight method, The paper select dada and Renren express to evaluate their service quality. Through the case analysis of the two express companies’ service quality, the paper draw the conclusion that safety is still the most concerned factor in the evaluation of crowdsourcing logistics service quality at this stage.

Why continue sharing: Determinants of behavior in ridesharing services

2018 ◽  
Vol 62 (6) ◽  
pp. 725-742 ◽  
Author(s):  
Rocío Arteaga-Sánchez ◽  
Maria Belda-Ruiz ◽  
Alejandro Ros-Galvez ◽  
Alfonso Rosa-Garcia
Keyword(s):  
Environmental Impact ◽  
Service Quality ◽  
Sharing Economy ◽  
Economic Benefits ◽  
Perceived Usefulness ◽  
Social Value ◽  
Continuance Intention ◽  
Goods And Services ◽  
The World ◽  
Managerial Implications

The sharing economy is revolutionizing the way consumers use goods and services. The aim of this study is to understand consumer motivations to be satisfied and to continue using ridesharing services. With this aim, we modify and extend the expectation–confirmation model by including social value as an additional factor to those previously studied in the literature. Data were collected from 258 users of BlaBlaCar, one of the world leaders in ridesharing services. Social value positively affects satisfaction and has the second strongest total effect on continuance intention among the motivations in our model. Our results highlight that satisfaction of ridesharing users is driven by service quality, perceived usefulness, environmental impact, trust, and social value; and that all those factors joined for economic benefits affect continuance intention directly or indirectly through satisfaction. These results have important theoretical and managerial implications.

scholarly journals Why are online reviews in the sharing economy skewed toward positive ratings? Linking customer perceptions of service quality to leaving a review of an Airbnb stay

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jeroen Meijerink ◽  
Emma Schoenmakers
Keyword(s):  
Service Quality ◽  
Survey Data ◽  
Secondary Data ◽  
Online Reviews ◽  
Sharing Economy ◽  
Online Review ◽  
Binary Logistic Regression Analysis ◽  
Content Type ◽  
Primary Survey ◽  
Customer Perceptions

Purpose This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a relevant antecedent of whether customers leave an online review of that Airbnb stay. To this end, the authors test the hypothesis that the relationship between service quality and leaving an online review is linear and positive. Design/methodology/approach To test the hypothesis, the authors rely on primary survey data from 177 Airbnb customers combined with secondary data coming from their personal online Airbnb accounts. The authors conducted a binary logistic regression analysis to test the hypothesis. Findings The results show that customers’ service quality perceptions are positively and linearly related to leaving an online review of an Airbnb stay. In other words, satisfied customers are more likely to leave a review after an Airbnb stay than those who are dissatisfied. Originality/value The study is original in two respects. First, it reconsiders the role of customer experiences in explaining online customer reviews. In doing so, it empirically shows that the conventional wisdom of a U-shaped relationship between customer experiences and online reviewing does not hold in the context of the sharing economy. Second, by relying on primary survey data, the authors reveal the risk of dissatisfied customers creating an underreporting bias in online reviews, which ultimately make online reviews of Airbnb skewed toward positive ratings.

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