Critical success factors in the sharing economy: a customer perspective

Shiu-Li Huang () and Ming-Yen Kuo
Additional contact information
Shiu-Li Huang: National Taipei University
Ming-Yen Kuo: National Taipei University

Service Business, 2020, vol. 14, issue 4, No 5, 553-576

Abstract: 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.

Keywords: Sharing economy; Critical success factor; Customer satisfaction; Critical incident technique; Kano model (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://link.springer.com/10.1007/s11628-020-00426-5 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:14:y:2020:i:4:d:10.1007_s11628-020-00426-5

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-020-00426-5

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().