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
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Keywords
- Sharing economy
- Customer satisfaction
- Provider Satisfaction
- Two-way review system
Palabras clave
- Economía colaborativa
- Satisfacción del cliente
- Satisfacción del proveedor
- Sistema de revisión bidireccional
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