ABSTRACT

Ride-sharing apps have both positive and negative impact in our daily lives. To study the negative impacts especially personal safety issues, this study explores the reaction of ride-sharing app users to such safety issues. We contextualise our study using a scenario based survey. We found empirical support to all the hypotheses by surveying 421 individuals. This study contributes to the information systems literature in providing ways to apply dissonance reduction techniques that are a strong predictor of satisfaction. In addition, this study extends the dimensions of service quality to better suit ride-sharing apps.

中文翻译：

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减少失调和共创策略在塑造智能服务满意度中的作用——以优步为例

摘要

拼车应用程序对我们的日常生活既有积极的影响，也有消极的影响。为了研究负面影响，尤其是人身安全问题，本研究探讨了拼车应用用户对此类安全问题的反应。我们使用基于情景的调查将我们的研究背景化。我们通过调查 421 个人发现了对所有假设的实证支持。这项研究有助于信息系统文献提供应用不和谐减少技术的方法，这些技术是满意度的强预测因子。此外，本研究扩展了服务质量的维度，以更好地适应拼车应用。