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.
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页码：553 / 576
页数：23
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