Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services

Lim, Weng Marc; Gupta, Gaurav; Biswas, Baidyanath; Gupta, Rohit

doi:10.1007/s12525-021-00486-z

Cited by 32 publications

(25 citation statements)

References 102 publications

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“…In this regard, the paper provides a non‐service perspective on ridesharing, and thus, advances the work of the like of Lim et al. (2021) and Mitropoulos et al. (2021) to name a few.…”

Section: Introductionmentioning

confidence: 62%

Understanding passengers’ satisfaction and loyalty towards ridesharing services

2022

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This study examines the ridesharing services in a developing economy, with the aim of revealing the factors influencing passengers’ satisfaction and loyalty. This study is important as the ridesharing industry is growing at a tremendous rate and will ultimately attract many new players in the market. Offered abundant choices, consumers are exploring the best ridesharing services that meet their satisfaction. As the switching costs and brand loyalty are lower for on‐demand services, it is pertinent to understand ridesharing passengers’ satisfaction and loyalty. The findings of this study are based on a questionnaire survey of 200 ridesharing passengers. The results reveal that both brand image and price significantly influence customer satisfaction. However, in terms of customer loyalty, only brand image is statistically significant. Price did not have a significant impact on customer loyalty. Overall, this research corroborated previous studies on the positive relationship of customer satisfaction and customer loyalty. The paper concludes by providing numerous theoretical and practical implications based on the findings of the study

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“…In this regard, the paper provides a non‐service perspective on ridesharing, and thus, advances the work of the like of Lim et al. (2021) and Mitropoulos et al. (2021) to name a few.…”

Section: Introductionmentioning

confidence: 62%

Understanding passengers’ satisfaction and loyalty towards ridesharing services

2022

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“…Despite making good and sensible progress in advocating for a balance approach to sustainability where all aspects of sustainability are treated equally in terms of its importance and evaluation (Lim, 2016) along with the emergence of contemporary ideal practices such as co-creation (Apostolidis et al, 2021), collaborative consumption (Lim, Gupta, et al, 2021), ESG (environmental, social, and governance) reporting (Paolone et al, 2021), and the sharing economy (Lim, 2020), the truth of the matter is that all indicators and impacts of unsustainable consumption, and thus production, continue to persist, if not, worsen (Lim, 2022; United Nations Department of Economic and Social Affairs, 2021; United Nations Economic and Social Commission for Asia and the Pacific, 2020; Zhou & Moinuddin, 2021).…”

Section: (Re)thinking Sustainabilitymentioning

confidence: 99%

“…This would contribute to the sustainability agenda by increasing the lifetime of the products, making it easier to bind customers to their firms in the long run, and thus, offer a source of steady service income for firms. Firms can also choose not to sell physical goods as a whole but only their use, such as leasing, renting, and pooling, as seen in technology-mediated collaborative consumption (Lim, Gupta, et al, 2021) and the sharing economy (Lim, 2020). With these sharing opportunities, consumers will be able to access and utilize goods without having to pay higher prices for the ownership of those goods.…”

Section: Implications For Practice (Firms)mentioning

confidence: 99%

The Sustainability Pyramid: A Hierarchical Approach to Greater Sustainability and the United Nations Sustainable Development Goals With Implications for Marketing Theory, Practice, and Public Policy

Lim

2022

Australasian Marketing Journal

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Although research has explored ways to encourage sustainable consumption, many problems of unsustainable consumption remain, suggesting a need to reconsider current approaches to managing sustainability issues. This paper introduces the sustainability pyramid, which suggests that the goal of sustainable consumption and production—that is, UN SDG12—can be accomplished to a larger extent when a hierarchical approach is adopted to promote sustainability. The pyramid proposes that marketing efforts should prioritize the triple bottom line in the order of economic (prosperity), social (people), and environmental (planet) sustainability. This priority is targeted at persuading desired behavioral change among mainstream consumers, who are “the elephant in the room” for sustainability and are more likely to act on considerations that resonate with them more closely rather than distantly. The pyramid contends that marketing messages that prioritize environmental and social before economic considerations are unappealing to consumers at large. Instead, most consumers, in reality, must be convinced about the economic value of consuming sustainably before they can be expected to demand more socially and environmentally benign offerings. Such demand should create economies of scale and incentivize firms to offer such products. Implications for marketing theory, practice, and public policy conclude the paper.

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“…Based on the plethora of definitions available, Acquier et al [1] concludes that there are both narrow and broad views of the sharing economy due to the everchanging nature of the market, which suggests that it is difficult to accurately define the sharing economy because its practice is never constant. Moreover, the concept of the sharing economy has also been subjected to interchangeable usage with collaborative consumption (e.g., Lim et al [36]). Nevertheless, Belk [8] offers a distinction, stating that collaborative consumption is mainly motivated by making profit, whereas sharing involves more aspects of community and reciprocity from the parties involved.…”

Section: Definition Of the Sharing Economymentioning

confidence: 99%

Foundations of consumption and production in the sharing economy

Tham

Lim

Vieceli

2022

Electron Commer Res

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The sharing economy is established as a new economy in the digital era. Many reviews on the sharing economy avail, but none, to date, has shed enough light to illuminate understanding pertaining to the similar and dissimilar characteristics of consumers and producers in the sharing economy. To address this gap, this paper aims to provide a one-stop, state-of-the-art overview of existing research on the sharing economy through the lens of consumers and producers. To do so, this paper conducts a systematic review of 148 articles on the sharing economy identified through the snowballing technique and organized using the antecedents, decisions, and outcomes (ADO) and theories, contexts, and methods (TCM) frameworks. In doing so, this paper unpacks the trust, personal, economic, social, entrepreneurial, environmental, legal, and technological factors that impact on behavioural performance, loyalty, and impact factors among consumers and producers in the sharing economy. Finally, this paper also reveals the theories, contexts, and methods that avail for sharing economy research, as well as the potentially fruitful directions for future research.

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Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services

Cited by 32 publications

References 102 publications

Understanding passengers’ satisfaction and loyalty towards ridesharing services

Understanding passengers’ satisfaction and loyalty towards ridesharing services

The Sustainability Pyramid: A Hierarchical Approach to Greater Sustainability and the United Nations Sustainable Development Goals With Implications for Marketing Theory, Practice, and Public Policy

Foundations of consumption and production in the sharing economy

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