Exploring the role of the service provider in sharing economy services

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-05-27 DOI:10.1108/jsm-05-2023-0171
Saeed Zal, Lin Guo, Chuanyi Tang, Junzhou Zhang
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Abstract

Purpose This paper aims to investigate the role of the service provider in determining customer satisfaction in sharing economy services. The authors sought to examine how the intrinsic and extrinsic cues along with their interactions influence customer satisfaction. Design/methodology/approach This research uses a mixed-methods design to test the hypotheses. Study 1 uses secondary data from Inside Airbnb. Study 2 uses a 2 × 2 × 2 between-subject experimental design. Findings Both studies support the confirmation bias perspective over the expectancy-confirmation perspective in explaining the interplay among different cues in determining customer satisfaction. In the context of Airbnb, in the absence of a Superhost badge, if hosts adopt a reactive communication style, physical presence has a greater impact on customer satisfaction compared to virtual presence. Originality/value This study extends the services marketing literature and cue utilization theory by investigating the dynamic interactions among multiple intrinsic and extrinsic service cues. It shed new light on how a combination of these cues may become additive or redundant in determining customer satisfaction. This study contributes to the services marketing literature by addressing the interactive nature of sharing economy services and the neglected role of service providers.
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探讨服务提供商在共享经济服务中的作用
目的本文旨在研究在共享经济服务中,服务提供商在决定客户满意度方面所起的作用。作者试图研究内在和外在线索及其相互作用如何影响顾客满意度。设计/方法/途径本研究采用混合方法设计来检验假设。研究 1 使用来自 Inside Airbnb 的二手数据。研究结果在解释决定顾客满意度的不同线索之间的相互作用时,两项研究都支持确认偏差观点,而不是期望-确认观点。在 Airbnb 的背景下,在没有超级房东徽章的情况下,如果房东采用反应式沟通方式,那么与虚拟存在相比,实体存在对顾客满意度的影响更大。它揭示了这些线索的组合在决定顾客满意度时是相加还是相减的新问题。本研究通过探讨共享经济服务的互动性质和被忽视的服务提供商角色,为服务营销文献做出了贡献。
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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
期刊介绍: ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.
期刊最新文献
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