A model of customer trust in sharing economy-driven ride-sharing platforms involving psychological contract violation and recovery
A model of customer trust in sharing economy-driven ride-sharing platforms involving psychological contract violation and recovery
This paper develops and tests a model of consumer trust in a sharing economy-enabled ride-sharing platform from the perspective of psychological contract violation (PCV) and subsequent service recovery efforts of the platform. Based on a mixed-design experiment, customers evaluate various hypothetical PCV and recovery scenarios and complete a survey on their perspectives of trusting beliefs and trusting intentions to the platform. We aim to prove that the type and magnitude of PCV can moderate the relationship between service recovery attributes and customers’ trust in the ridesharing platform. In addition, consumer habit also has a moderating effect on the relationship between consumers’ trusting beliefs and trusting intention. The findings contribute to the understanding of customers trust and evaluations of PCV encounters and service recovery. Practically, the results of this research can provide ride-sharing platform managers with practical guidelines for providing appropriate recovery efforts to a PCV encounter.
Psychological contract violation, trust, sharing economy, , recovery attributes
1-5
Cheng, Xusen
e74a91d9-fb07-42c3-8eb0-30ce5ed9826a
Bao, Ying
f2f25916-71e5-42a9-9a36-eceeaf95f866
Zarifis, Alex
7622e840-ba78-4a4f-879b-6ba0f62363cc
Mou, Jian
98784550-7bc3-419a-8a4a-d0b7eeedc060
2019
Cheng, Xusen
e74a91d9-fb07-42c3-8eb0-30ce5ed9826a
Bao, Ying
f2f25916-71e5-42a9-9a36-eceeaf95f866
Zarifis, Alex
7622e840-ba78-4a4f-879b-6ba0f62363cc
Mou, Jian
98784550-7bc3-419a-8a4a-d0b7eeedc060
Cheng, Xusen, Bao, Ying, Zarifis, Alex and Mou, Jian
(2019)
A model of customer trust in sharing economy-driven ride-sharing platforms involving psychological contract violation and recovery.
In AMCIS 2019 Proceedings.
.
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Conference or Workshop Item
(Paper)
Abstract
This paper develops and tests a model of consumer trust in a sharing economy-enabled ride-sharing platform from the perspective of psychological contract violation (PCV) and subsequent service recovery efforts of the platform. Based on a mixed-design experiment, customers evaluate various hypothetical PCV and recovery scenarios and complete a survey on their perspectives of trusting beliefs and trusting intentions to the platform. We aim to prove that the type and magnitude of PCV can moderate the relationship between service recovery attributes and customers’ trust in the ridesharing platform. In addition, consumer habit also has a moderating effect on the relationship between consumers’ trusting beliefs and trusting intention. The findings contribute to the understanding of customers trust and evaluations of PCV encounters and service recovery. Practically, the results of this research can provide ride-sharing platform managers with practical guidelines for providing appropriate recovery efforts to a PCV encounter.
Text
A Model of Customer Trust in Sharing Economy-Driven Ride-Sharing platforms 2019 Cheng Bao Zarifis Mou preprint
- Author's Original
Available under License Other.
More information
Published date: 2019
Keywords:
Psychological contract violation, trust, sharing economy, , recovery attributes
Identifiers
Local EPrints ID: 490486
URI: http://eprints.soton.ac.uk/id/eprint/490486
PURE UUID: 6fdc37db-3d2a-4a2f-9048-f6c24e0ef7a6
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Date deposited: 28 May 2024 17:05
Last modified: 06 Jun 2024 02:21
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Contributors
Author:
Xusen Cheng
Author:
Ying Bao
Author:
Alex Zarifis
Author:
Jian Mou
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