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

Author(s):  
Anna Akhmedova ◽  
Alba Manresa ◽  
Dalilis Escobar Rivera ◽  
Andrea Bikfalvi
2017 ◽  
Vol 29 (9) ◽  
pp. 2279-2301 ◽  
Author(s):  
Constantinos-Vasilios Priporas ◽  
Nikolaos Stylos ◽  
Roya Rahimi ◽  
Lakshmi Narasimhan Vedanthachari

2021 ◽  
pp. 109634802199070
Author(s):  
Pearl, M. C. Lin ◽  
Chihyung Michael Ok ◽  
Wai Ching Au

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.


Organizacija ◽  
2021 ◽  
Vol 54 (2) ◽  
pp. 131-146
Author(s):  
Phuong Tran Huy ◽  
Hong Chuong Pham

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.


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