Service quality in the sharing economy: A review and research agenda

Akhmedova, Anna; Manresa, Alba; Rivera, Dalilis Escobar; Bikfalvi, Andrea

doi:10.1111/ijcs.12680

Cited by 53 publications

(40 citation statements)

References 127 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Akhmedova et al. 's (2021) review on service quality in the sharing economy using a hybrid approach involving bibliometrics and structures on 40 articles indexed in Scopus and WOS reveals four research clusters around the themes of risks, service quality, trust, and value creation. Their review also unpacks the antecedents (e.g., online‐, offline‐, and peer‐related factors), decisions (e.g., economic, emotional, functional, and social), and outcomes (e.g., behavioral intentions, consumer satisfaction, perceived risk, and trust) of service quality in the sharing economy.…”

Section: Exemplars Of Systematic Literature Reviewsmentioning

confidence: 99%

Scientific procedures and rationales for systematic literature reviews (SPAR‐4‐SLR)

Paul

Lim

O’Cass

et al. 2021

Int J Consumer Studies

972

959

View full text Add to dashboard Cite

Reviews in research are assessments of published material (e.g., literature and news) in a specific domain (e.g., area, outlet, and topic).Among the many types of reviews that exist (e.g., critical reviews and post-published reviews), systematic literature reviews are by far the most informative and scientific, provided that they are rigorously conducted and well justified. Among premier business journals, systematic literature reviews have been omnipresent in leading management journals for decades; however, they are relatively new in top marketing journals.There are numerous evidences to illustrate the acceptance and success of systematic literature reviews as a methodology for and a product of world-class research, which include but not limited to:1. The appearance and proliferation of systematic literature reviews in premier journals. For example, Weingarten and Goodman's (2021) review on experiential advantage in the Journal of Consumer Research and White et al.'s (2019) review on sustainable consumer behavior in the Journal of Marketing. 2. The call for and recognition of systematic literature reviews by editors of premier journals. For example, the Academy of Management Review is a premier journal devoted to review articles, whereas Palmatier et al.'s (2018) editorial statement in the

show abstract

Section: Exemplars Of Systematic Literature Reviewsmentioning

confidence: 99%

Scientific procedures and rationales for systematic literature reviews (SPAR‐4‐SLR)

Paul

Lim

O’Cass

et al. 2021

Int J Consumer Studies

972

959

View full text Add to dashboard Cite

show abstract

“…tangible) and emotional (i.e. intangible) features – are evaluated by the consumers while booking (Tolkach and Tse, 2016; Akhmedova et al , 2021). Ambiguous, irrelevant and unclear attributes of a firm potentially minimize consumer confidence and promote insufficient trust.…”

Section: Introductionmentioning

confidence: 99%

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

Akhtar

Siddiqi

Islam

et al. 2022

IJCHM

View full text Add to dashboard Cite

Purpose The study aims to investigate how hotel booking attributes (i.e. perceived privacy, perceived certification and perceived assurance) engender consumers’ untrust and consequent behavioral intentions (i.e. altruistic behavior and trusting intentions). It also unveils the role of hotel attributes performance as a moderator between hotel booking attributes and consumers’ untrust. Design/methodology/approach Data were collected through an online platform by engaging 454 Chinese respondents. SPSS 25.0 and AMOS 24.0 (structural equation modeling) were used for data analysis and interpretation. Findings Results demonstrate that hotel booking attributes positively substantiate consumers’ untrust which, in turn, develops altruistic behavior and negative trusting intentions. Moreover, hotel attribute experience significantly moderates the relationships between perceived privacy, perceived certification and consumers’ untrust. Notably, hotel attribute performance insignificantly influences the association between perceived assurance and untrust. Research limitations/implications This study used the Chinese context and examined Chinese domestic travelers and the nonbranded hotel industry. Notwithstanding its limitations, the findings help hospitality and tourism firms, en bloc, to manage their review websites by explicitly disclosing policies regarding customers’ privacy and assurance, winning their trust through third-party certification and employing data scientists to develop algorithms to sieve fake information proactively. Originality/value This study develops an original conceptual framework by using the untrust model in this research. Our findings add to the research on consumer behavior, information processing, service management and trust and suggest practical implications for hospitality firms.

show abstract

“…. At the same time, however, the pandemic has also highlighted how consumers' perceived risks influence their willingness to engage with sharing economy services (Akhmedova et al, 2021).…”

mentioning

confidence: 99%

The sharing economy at the base of the economic pyramid: How access‐based services can help overcome ownership risks

Schaefers

Narayanamurthy

Moser

et al. 2021

Psychology and Marketing

View full text Add to dashboard Cite

The sharing economy provides short-term access to products without the risks associated with ownership. While extant research primarily examined it in the context of affluent consumer segments, the sharing economy may offer opportunities for consumers at the base of the economic pyramid, where ownership risks prevent access to products that could create societal benefits. Drawing from risk perception theory, we examine how access-based services, as an alternative to ownership, can mitigate perceived risk dimensions. An experimental study reveals that, in contrast to consumers with higher income, low-income consumers perceive access-based services to entail less financial risk, resulting in a greater inclination to access a good than to own it. In a second study, we explore these differences by comparing access with a risk mitigation strategy. We find that at the base of the pyramid, access is perceived to entail less financial risk than both ownership and ownership with a warranty. The results indicate the importance of the sharing economy for addressing the limited availability of resources for alleviating poverty.

show abstract

Service quality in the sharing economy: A review and research agenda

Cited by 53 publications

References 127 publications

Scientific procedures and rationales for systematic literature reviews (SPAR‐4‐SLR)

Scientific procedures and rationales for systematic literature reviews (SPAR‐4‐SLR)

Consumers’ untrust and behavioral intentions in the backdrop of hotel booking attributes

The sharing economy at the base of the economic pyramid: How access‐based services can help overcome ownership risks

Contact Info

Product

Resources

About