When interchangeability between providers and users makes a difference: The mediating role of social proximity in collaborative services

Nguyen, Stephanie; Alaoui, Mohamed Didi; Llosa, Sylvie

doi:10.1016/j.jbusres.2020.03.021

Cited by 28 publications

(50 citation statements)

References 95 publications

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“…Distrusting strangers can therefore be an essential inhibitor. These results align with some past findings, for example, past studies [2] that identified trust as a critical mediator between interchangeability perceptions and participation in the CE.…”

Section: Inhibitors Of Switchoversupporting

confidence: 92%

“…They further drew on Philip et al,'s [33,34] studies to differentiate between one-way and two-way users, but without identifying the process that underlies the transition from one-way to two-way users or from a one-way user to a one-way provider. Furthermore, other researchers [2] proposed that the interchangeability feature fosters participation intentions, either as a user or as a provider, or both. In summary, the literature offers emerging themes and theoretical foundations for further research in the user-provider switchover process.…”

Section: Research Backgroundmentioning

confidence: 99%

“…Moreover, our findings indicate that lack of trust will endanger the "interchangeable" feature of CE by inhibiting the user-provider switch. Since interchangeability influences trust via social proximity [2], it follows that lack of trust could result from a weak perception of interchangeability in the CE and an inadequate perception of social proximity. Several other types of research emphasized the crucial role of trust (toward the user, the platform, or the overall community) to participate as a provider [49] or to switch from non-user to user [37].…”

Section: Inhibitors Of Switchovermentioning

confidence: 99%

“…Second, we advance the following definition of switchover in the CE setting: switchover is a reversible role transition process through which an obtainer (a provider) becomes a provider (an obtainer). In that sense, switchover refers to the user-to-provider path encapsulated in the broader concept of "interchangeability" [2]. As such, the study characterizes scientifically the phenomenon of obtainers turning into providers, which has been amply discussed in the CE literature and related research streams [9,70,71], under the terms "collaborative consumer networks" [71] (p. 180), "collaborative networks" [9] (p. 152), "lateral exchange markets" [53] (p. 20), or even "crowd-based capitalism" [72].…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…This reality is emphasized in the definition of the CE as "the set of resource circulation systems which enable consumers to both obtain and provide temporarily or permanently, valuable resources or services through direct interaction with other consumers or through a mediator" [1] (p. 7). Some researchers have more broadly labeled this as an "interchangeability of roles" [2] commonly recognized in the CE literature [1,[3][4][5][6][7]. However, while past research has explored factors motivating either users or providers, it lacks a study of factors underlying the "switchover" process, that is, the switch from one role to the other.…”

Section: Introductionmentioning

confidence: 99%

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From User to Provider: Switching Over in the Collaborative Economy

2021

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The collaborative economy comprises resource circulation systems where consumers can act as both obtainers and providers of products and services. Despite considerable research on collaborative economies, there is a dearth of understanding of how individuals switch from being an obtainer to a provider. We address this void in the literature. The objective of this paper is to conceptually introduce and empirically substantiate the switchover concept, which occurs when an individual switches from a user role to a provider one—drawing on 31 in-depth semi-structured interviews with collaborative economy obtainers. The findings suggest that personal values, learning experience, social benefits, mutuality, and peer influence drive obtainers to become providers. In contrast, distrusting strangers, a sense of intimacy, a lack of resources to share, and a lack of skills inhibit the switchover process. Our findings contextualize the drivers and inhibitors idiosyncratically to convert obtainers into providers, offer important implications for managers, contribute to the collaborative economy and sharing economy literature and suggest compelling avenues for future research.

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Section: Inhibitors Of Switchoversupporting

confidence: 92%

Section: Research Backgroundmentioning

confidence: 99%

Section: Inhibitors Of Switchovermentioning

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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From User to Provider: Switching Over in the Collaborative Economy

2021

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Revisiting antecedents to collaborative consumption in the context of dual role consumers

Małecka,

Mitręga,

Pfajfar

2023

J of Consumer Behaviour

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The purpose of this study is to examine the current factors that influence the attitudes and intentions of experienced dual‐role consumers toward collaborative consumption (CC), an area that has received less attention in previous research. Based on a multi‐theoretical perspective, we propose a conceptual model that incorporates rational choice theory to explain consumers' beliefs. This model also integrates a sociocultural perspective and establishes a link between consumers' beliefs, their attitudes toward CC, and their intentions to participate in CC, by employing the Beliefs‐Attitudes‐Intentions framework. A study conducted on a sample of 501 individuals involved in CC as both providers and consumers found a significant and positive relationship between CC attitudes and intentions. In addition, the study found that age negatively influences this relationship, suggesting that the strength of the relationship varies depending on the age of the participants. The effect of risk of property damage, self‐utility, and eco‐utility on CC attitudes and intentions is significant. The relationship between trust and CC intention is fully mediated by CC attitude. However, consumer resistance to CC only has a positive direct effect on CC intention, but not on CC attitude. No evidence was found that perceived helpfulness of CC has an influence on attitudes toward CC and the desire to participate in CC. The results of this study suggest that for experienced individuals who both consume and provide in the CC context, the decision to continue to participate in CC can be considered a rational choice.

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The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior

Tomazelli,

Rohden,

Espartel

2024

Serv Bus

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This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (n = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.

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When interchangeability between providers and users makes a difference: The mediating role of social proximity in collaborative services

Abstract: well as the two anonymous reviewers for their insightful comments and helpful suggestions.

Cited by 28 publications

References 95 publications

From User to Provider: Switching Over in the Collaborative Economy

From User to Provider: Switching Over in the Collaborative Economy

Revisiting antecedents to collaborative consumption in the context of dual role consumers

The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior

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