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A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives

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  • Cheng, Xusen
  • Fu, Shixuan
  • de Vreede, Gert-Jan

Abstract

This exploratory research investigates factors affecting online and offline service quality with respect to a sharing economy driven car-hailing commerce. It further validates the relationships between service quality, satisfaction, and loyalty in the sharing economy driven business context. Building on relevant literature and 71 qualitative interviews, we identified information congruity, competence, and empathy as key factors in online service quality. Offline service quality factors include structural assurance and platform responsiveness. These five factors were included in a model for user loyalty investigation, which was tested on data from 294 questionnaires from Chinese mobile car-hailing service users. Attitudes towards the sharing economy were validated to moderate the relationship between service quality and loyalty. This study contributes to the theoretical development of service quality management, specifically in the context of emerging sharing economy driven car-hailing mobile markets.

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  • Cheng, Xusen & Fu, Shixuan & de Vreede, Gert-Jan, 2018. "A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives," International Journal of Information Management, Elsevier, vol. 41(C), pages 57-64.
    • Handle: RePEc:eee:ininma:v:41:y:2018:i:c:p:57-64
    DOI: 10.1016/j.ijinfomgt.2018.03.005
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    2. Sutherland, Will & Jarrahi, Mohammad Hossein, 2018. "The sharing economy and digital platforms: A review and research agenda," International Journal of Information Management, Elsevier, vol. 43(C), pages 328-341.
    3. Xinxin Wang & Zeshui Xu & Anran Xiao & Marinko Skare, 2023. "Measuring short- and long-run impacts of COVID19 on the sharing economy and business models," International Entrepreneurship and Management Journal, Springer, vol. 19(3), pages 1341-1366, September.
    4. Isabella Yunfei Zeng & Jingrui Chen & Ziheng Niu & Qingfei Liu & Tian Wu, 2022. "The GHG Emissions Assessment of Online Car-Hailing Development under the Intervention of Evaluation Policies in China," Sustainability, MDPI, vol. 14(3), pages 1-25, February.
    5. Samar Abdalla & Joseph Amankwah-Amoah & Amgad Badewi, 2023. "Sharing-Economy Ecosystem: A Comprehensive Review and Future Research Directions," Sustainability, MDPI, vol. 15(3), pages 1-15, January.
    6. Uchiyama, Yosuke & Furuoka, Fumitaka & Md. Akhir, Md. Nasrudin, 2022. "Gig Workers, Social Protection and Labour Market Inequality: Lessons from Malaysia," Jurnal Ekonomi Malaysia, Faculty of Economics and Business, Universiti Kebangsaan Malaysia, vol. 56(3), pages 165-184.
    7. Huiping Huang & Ganlin Nan, 2023. "Factors Influencing Continuance Intention of Time-Sharing Cars," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    8. Weng Marc Lim & Gaurav Gupta & Baidyanath Biswas & Rohit Gupta, 2022. "Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1463-1484, September.

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