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Critical success factors in the sharing economy: a customer perspective

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  • Shiu-Li Huang

    (National Taipei University)

  • Ming-Yen Kuo

    (National Taipei University)

Abstract

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.

Suggested Citation

  • Shiu-Li Huang & Ming-Yen Kuo, 2020. "Critical success factors in the sharing economy: a customer perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 553-576, December.
    • Handle: RePEc:spr:svcbiz:v:14:y:2020:i:4:d:10.1007_s11628-020-00426-5
    DOI: 10.1007/s11628-020-00426-5
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