Critical success factors in the sharing economy: a customer perspective

被引：0
作者：
Shiu-Li Huang
Ming-Yen Kuo
机构：
[1] National Taipei University,Department of Business Administration
来源：
Service Business | 2020年 / 14卷
关键词：
Sharing economy; Critical success factor; Customer satisfaction; Critical incident technique; Kano model;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
This study aims to identify the critical success factors (CSFs) in the sharing economy, from the customer’s perspective. Our study uses the critical incident technique to elicit possible CSFs from customers who have had particularly satisfying or dissatisfying experiences regarding sharing economy services. Then we use the Kano method to determine the criticalness of the possible factors. The results reveal 26 factors that determine customer satisfaction or dissatisfaction. Of these success factors, price transparency, privacy, information accuracy, and legality are the most critical. The CSFs for specific service types are also identified.
引用
收藏
页码：553 / 576
页数：23
相关论文
共 175 条
[1]  
Akhmedova A(2020)Winning strategies for customer loyalty in the sharing economy: a mixedmethods study J Bus Res 112 33-44
[2]  
Marimon F(2004)Customer satisfaction and shareholder value J Market 68 172-185
[3]  
Mas-Machuca M(1993)The antecedents and consequences of customer satisfaction for firms Market Sci 12 125-143
[4]  
Anderson EW(2012)Access-based consumption: the case of car sharing J Consum Res 39 881-898
[5]  
Fornell C(2020)Satisfaction and preferences in a legality socialdilemma: Does corporate social responsibility impactconsumers' behaviour? J Policy Model 42 483-502
[6]  
Mazvancheryl SK(1993)Kano's methods for understanding customer-defined quality Center Qual Manag J 2 3-36
[7]  
Anderson EW(1990)The service encounter: diagnosing favorable and unfavorable incidents J Market 54 71-84
[8]  
Sullivan MW(2016)The critical incident technique reappraised: Using critical incidents to illuminate organizational practices and build theory Qual Res Organ Manag 11 276-300
[9]  
Bardhi F(1984)An assessment of critical success factors Sloan Manag Rev 25 17-27
[10]  
Eckhardt GM(2018)Reasons for failures of sharing economy businesses MIS Quart Execut 17 185-199
12345678910