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Service Business
Erschienen in: Service Business 4/2020

14.10.2020 | Theoretical article

Critical success factors in the sharing economy: a customer perspective

verfasst von: Shiu-Li Huang, Ming-Yen Kuo

Erschienen in: Service Business | Ausgabe 4/2020

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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.
Vorheriger Artikel Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness
Nächster Artikel Correction to: Healthcare wearable devices: an analysis of key factors for continuous use intention

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Metadaten
Titel
Critical success factors in the sharing economy: a customer perspective
verfasst von
Shiu-Li Huang
Ming-Yen Kuo
Publikationsdatum
14.10.2020
Verlag
Springer Berlin Heidelberg
Erschienen in
Service Business / Ausgabe 4/2020
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-020-00426-5

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