Abstract
Extant studies in collaborative consumption have theorized service quality as the distinctive perception of customers. Improved service quality can enable customers to positively influence their perception of the service and lead to continued usage in the future. In this context, our study acknowledges that service quality in collaborative consumption deserves further research. We propose that service quality in collaborative consumption can manifest across different touchpoints. We employ the SERVQUAL framework and Expectation Confirmation Theory as theoretical lenses to explore the service quality-loyalty relationship of app-based ride-sharing services. We apply mixed methods in the form of (i) semi-structured interviews, (ii) text mining and topic-modelling of app reviews, and (iii) Partial-least Squares modelling of responses collected from ride-sharing passengers. The main findings from our study are as follows. First, service quality is manifested across three touchpoints: platform, vendor, and co-sharer. Second, customer satisfaction of collaborative consumption is positively influenced by platform reliability, platform responsiveness, vendor competence, vendor empathy, and co-sharer’s empathy. Third, platform assurance has the least impact on customer satisfaction. Fourth, customer satisfaction positively influences the continuance of collaborative consumption in ride-sharing services. Findings from our study contribute to the theory, practice, and future research on collaborative consumption.
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Deloitte Report on “The rise of the sharing economy - Impact on the transportation space”: https://www2.deloitte.com/us/en/pages/consumer-business/articles/the-rise-of-the-sharing-economy-impact-on-the-transportation-space.html
PwC Report on “Sharing or paring? Growth of the sharing economy”: https://www.pwc.com/hu/en/kiadvanyok/assets/pdf/sharing-economy-en.pdf
The Sharing Economy-Consumer Intelligence Series: https://www.pwc.com/us/en/technology/publications/assets/pwc-consumer-intelligence-series-the-sharing-economy.pdf
OLA Cabs online service had a serious glitch: https://www.deccanchronicle.com/150901/technology-latest/article/ola-cabs-online-service-had-serious-glitch-exposed-crucial-user
How Hackers Take Abandoned Chinese Uber Accounts for a Wild Ride:
Uber Newsroom “2016 Data Security Incident”: https://www.uber.com/newsroom/2016-data-incident/
First came UberPool. Now there’s an even cheaper option, but it requires some extra effort: https://www.washingtonpost.com/news/dr-gridlock/wp/2018/02/21/youve-heard-of-uberpool-now-uber-is-offering-express-pool/
Uber Pool: https://www.uber.com/in/en/ride/uberpool/
Ola Share Express: https://www.olacabs.com/express
Maruti Suzuki collaborates with Ola to create a pool of skilled drivers: https://www.olacabs.com/media/in/press/maruti-suzuki-collaborates-with-ola-to-create-a-pool-of-skilled-drivers-and-promote-entrepreneurship
New York Times - “Inside Uber’s $100,000 Payment to a Hacker, and the Fallout”: https://www.nytimes.com/2018/01/12/technology/uber-hacker-payment-100000.html
Indian ethical hacker helps Uber fix flaw in its app that exposed user numbers, email: https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/indian-ethical-hacker-helps-uber-fix-flaw-in-its-app-that-exposed-user-numbers-email/articleshow/71096117.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
Ola Bug Bounty Program: https://whitehat.olacabs.com/
Heroes of Ola | YouTube: https://www.youtube.com/hashtag/heroesofola
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The authors gratefully acknowledge the initial feedback received from the Editors-in-Chief of this journal Hans-Dieter Zimmermann and Rainer Alt during the development of this paper. The authors also acknowledge the valuable suggestions received from the Associate Editor Adam Vrechopoulos and the anonymous reviewers during the revision process.
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Lim, W.M., Gupta, G., Biswas, B. et al. Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services. Electron Markets 32, 1463–1484 (2022). https://doi.org/10.1007/s12525-021-00486-z
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DOI: https://doi.org/10.1007/s12525-021-00486-z