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.

中文翻译：

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共享经济中的关键成功因素：客户角度

这项研究旨在从客户的角度确定共享经济中的关键成功因素（CSF）。我们的研究使用关键事件技术来从对共享经济服务经验特别满意或不满意的客户中获取可能的CSF。然后，我们使用Kano方法确定可能因素的严重性。结果揭示了26个决定客户满意度或不满意程度的因素。在这些成功因素中，价格透明性，隐私性，信息准确性和合法性是最关键的。还标识了特定服务类型的CSF。