在评估中融入客户亲和力:服务提供商如何判断和评估共享出行体验

IF 4.4 3区 管理学 Q2 BUSINESS
Yazhen Xiao, Jonathan Hasford
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引用次数: 0

摘要

消费者满意度是服务成功的关键,而我们研究的是在以共享出行市场为代表的共享经济中,服务提供商如何评价顾客。我们研究了作为潜在联系的预期客户评价(ACE),以及作为客户亲和力与供应商评价之间关系调节因素的供应商权力感。我们首先进行了一项实地试点研究,分析了司机描述的共享出行内容。然后,我们在四个实验中对概念框架进行了测试,这些实验操纵了不同的共享出行顾客行为(自我展示、他人提升和顾客顺从)。我们的研究通过考察提供商评价和发现采用双向评级系统的点对点(P2P)动态评价机制,为消费者研究文献做出了贡献。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Mixing customer ingratiation into evaluation: How service providers judge and evaluate rideshare experiences

Mixing customer ingratiation into evaluation: How service providers judge and evaluate rideshare experiences

Whereas consumer satisfaction is critical for the success of services, we research how providers evaluate customers in the sharing economy represented by the rideshare marketplace. We examine anticipated customer evaluation (ACE) as the underlying link and the provider's sense of power as a moderator for the relationship between customer ingratiation and provider evaluations. We first conducted a field pilot study and analyzed the content of rideshare trips described by drivers. Then, we tested the conceptual framework in four experiments that manipulated different rideshare customer behaviors (self-presentation, other-enhancement, and customer conformity). Our study contributes to the consumer research literature by examining provider evaluation and discovering the peer-to-peer (P2P) dynamic evaluation mechanisms that adopt a two-way rating system.

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来源期刊
CiteScore
7.30
自引率
11.60%
发文量
99
期刊介绍: The Journal of Consumer Behaviour aims to promote the understanding of consumer behaviour, consumer research and consumption through the publication of double-blind peer-reviewed, top quality theoretical and empirical research. An international academic journal with a foundation in the social sciences, the JCB has a diverse and multidisciplinary outlook which seeks to showcase innovative, alternative and contested representations of consumer behaviour alongside the latest developments in established traditions of consumer research.
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