Critical success factors in the sharing economy: a customer perspective
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Critical success factors in the sharing economy: a customer perspective Shiu‑Li Huang1 · Ming‑Yen Kuo1 Received: 5 April 2020 / Accepted: 5 October 2020 © Springer-Verlag GmbH Germany, part of Springer Nature 2020
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
1 Introduction Global revenues for the sharing economy have been forecast to reach $335 billion (USD) by 2025, which is 22 times the total revenues achieved in 2014 (PwC 2015). Sharing economy companies such as Uber and Airbnb have had great success. Not only are these two companies famous worldwide, but they also have a huge share in their respective markets. In contrast, some sharing economy companies such as oBike, USPACE, and Lalamove in Taiwan are fighting for survival. For example, USPACE provides service for people who want to rent their idle parking space. Drivers who need parking spaces can find these idle parking spots via the USPACE app. Even now, the company has difficulty negotiating with communities to ensure they have sufficient parking spaces to support their services because many people consider it a security issue for residents if the communities or buildings open their parking lots for rent. The Singaporean company oBike provides dock-less * Shiu‑Li Huang [email protected] 1
Department of Business Administration, National Taipei University, No. 151, University Rd., San Shia District, New Taipei City 23741, Taiwan, ROC
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bicycle-sharing services in Taiwan and several other countries. This company enables customers to use an app to locate and hire a bike. To return the bike, customers use a built-in lock to lock the bike, which they can leave anywhere when the ride is finished. However, this service resulted in serious problems: the company’s bikes were not well-maintained and often occupied automobile and scooter parking spaces, which caused public complaints. Startup companies have emerged in great numbers as the sharing economy grows in popularity. Some succeed and some fail. Understanding the factors that determine success or failure is a critical issue. Some extant studies have focused on why sharing economy companies fail (Täuscher and Kietzmann 2017; Chasin et al. 2018). Researchers interviewed several managers or investors who are familiar with sharing ec
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