Article 1, Volume 9 Issue 1

A two-way satisfaction model for sharing economy

Author

Alejandra Cueva – (Universitat Internacional de Catalunya)

Anna Akhmedova- (Universitat Internacional de Catalunya)

Frederic Marimon- (Universitat Internacional de Catalunya)

Received August 31, 2022; accepted January 30, 2023.

Abstract

Customer satisfaction has been gaining the attention of researchers hoping to develop a model that integrates different constructs to achieve the satisfaction that leads to customer loyalty. Under the sharing economy paradigm, satisfaction is vital to the development of this disruptive business model. Trust between the consumer and the supplier allows its collaboration, and digital platforms connect the consumer with the supplier by creating a framework of trust around transactions. Producer satisfaction is as important as consumer satisfaction; however, it has not had the necessary attention— hence the need and motivation to develop a two-way review system. Based on the American Customer Satisfaction Index, we propose a cause-effect model for the consumer and supplier, connected by the common trust construct. Based on the literature review and choice of relevant publications, we define a conceptual model that will allow the development of a two-way satisfaction model to serve as a contribution to future satisfaction studies in the sharing economy.

La satisfacción del cliente ha ido ganando la atención de los investigadores, que esperan desarrollar un modelo que integre diferentes constructos para lograr la satisfacción que conduce a la fidelización del cliente. Bajo el paradigma de la economía colaborativa, la satisfacción es vital para el desarrollo de este modelo de negocio disruptivo. La confianza entre el consumidor y el proveedor permite su colaboración, y las plataformas digitales conectan al consumidor con el proveedor creando un marco de confianza en torno a las transacciones. La satisfacción del productor es tan importante como la del consumidor; sin embargo, no ha recibido la atención necesaria, de ahí la necesidad y motivación de desarrollar un sistema de revisión bidireccional. Basándonos en el American Customer Satisfaction Index, proponemos un modelo causa-efecto para el consumidor y el proveedor, conectados por el constructo común de la confianza. A partir de la revisión bibliográfica y la selección de publicaciones relevantes, definimos un modelo conceptual que permitirá desarrollar un modelo de satisfacción bidireccional que sirva de contribución a futuros estudios de satisfacción en la economía colaborativa.

Citation

Cueva, A., Akhmedova, A. and Marimon, F. (2022). A two-way satisfaction model for sharing economy. European Accounting and Management Review, 9(1), 1-23.

Statistics

Figures

Keywords

Palabras clave

Share this article

LinkedIn
WhatsApp
Email
Twitter

Related Posts

Article 3, Volume 9 Issue 1

Bibliometric Analysis of Accounting Fraud and Earnings Management During the period 2012-2022 Author Pilar Lloret – (University of Vic-Universitat Central de Catalunya) Núria Arimany – (University of Vic-Universitat Central de Catalunya) DOI: 10.26595/eamr.2014.9.1.3 Download PDF View HTML Received May 23, 2022; accepted September 30, 2022. Abstract English This study performs a bibliometric analysis of articles on accounting

Read More »

Article 2, Volume 9 Issue 1

Why is it worth studying economics? A course proposal for non-economics students Author Jasmina Berbegal-Mirabent – (Universitat Politècnica de Catalunya) David Carpi – (Universitat Internacional de Catalunya) DOI: 10.26595/eamr.2014.9.1.2 Download PDF View HTML Received August 10, 2022; accepted January 16, 2023. Abstract English At an early life stage, students must choose a degree, a crucial decision

Read More »

Article 1, Volume 9 Issue 1

A two-way satisfaction model for sharing economy Author Alejandra Cueva – (Universitat Internacional de Catalunya) Anna Akhmedova- (Universitat Internacional de Catalunya) Frederic Marimon- (Universitat Internacional de Catalunya) DOI: 10.26595/eamr.2014.9.1.1 Download PDF View HTML Received August 31, 2022; accepted January 30, 2023. Abstract English Customer satisfaction has been gaining the attention of researchers hoping to develop a model that

Read More »

Uso de cookies

Este sitio web utiliza cookies para que usted tenga la mejor experiencia de usuario. Si continúa navegando está dando su consentimiento para la aceptación de las mencionadas cookies y la aceptación de nuestra política de cookies, pinche el enlace para mayor información.plugin cookies

ACEPTAR
Aviso de cookies