A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives

作者：

Highlights：

• We investigate online and offline service quality in car-hailing apps.

• We validate the relationship between service quality and loyalty in the sharing economy driven context.

• A mixed method approach including interview and survey is conducted.

• We find factors that influence online and offline service quality perception respectively.

摘要

•We investigate online and offline service quality in car-hailing apps.•We validate the relationship between service quality and loyalty in the sharing economy driven context.•A mixed method approach including interview and survey is conducted.•We find factors that influence online and offline service quality perception respectively.

论文关键词：Service quality,Car-hailing,Sharing economy,Loyalty,Offline service,Online service

论文评审过程：Received 20 December 2017, Revised 20 March 2018, Accepted 25 March 2018, Available online 30 March 2018, Version of Record 30 March 2018.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2018.03.005