El logro de la lealtad de los usuarios en las plataformas de economía colaborativa
Resumen
Texto completo:
PDFReferencias
Airbnb (n.d.). Airbnb. (www.airbnb.com).
Amovens (n.d.). Amovens. (www.amovens.com).
Arteaga-Sánchez, R.; Belda-Ruiz, M.; Ros-Galvez, A.; Rosa-Garcia, A. (2018). Why continue sharing: Determinants of behaviour in ridesharing services. International Journal of Market Research. doi:10.1177/1470785318805300.
Barnes, S. J.; Mattsson, J. (2016). Understanding current and future issues in collaborative consumption: A four-stage Delphi study. Technological Forecasting and Social Change, 104, 200–211.
Barnes, S. J.; Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. J. Electron. Commerce Res., 3(3), 114-127.
Benoit, S.; Baker, T. L.; Bolton, R. N.; Gruber, T.; Kandampully, J. (2017). A triadic framework for collaborative consumption (CC): Motives, activities and resources y capabilities of actors. Journal of Business Research, 79, 219-227.
BlaBlaCar (n.d.). BlaBlacar. (www.blablacar.com).
Botsman, R.; R. Rogers (2011). What’s mine is yours: How collaborative consumption is changing the way we live. New York: Collins.
Cheng, X.; Fu, S.; de Vreede, G. J. (2018). A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. International Journal of Information Management, 41, 57-64.
Constantiou, I.; Marton, A.; Tuunainen, V. K. (2017). Four models of sharing economy platforms. MIS Quarterly Executive, 16(4), 231-251.
Cronin, J. J.; Brady, M. K.; Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments. Journal of retailing, 76(2), 193-218.
Eisenhardt, K. M. (1989). Building theories from case study research. Academy of management review, 14(4), 532-550.
Forbes (n.d.). Forbes. (https://www.forbes.com).
Geerts, W. (2016). The sharing economy in lodging. Euromonitor International. (https://www.euromonitor.com/the-sharing-economy-in-lodging/report).
Grönroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30¬41.
Hagiu, A. (2014). Strategic decisions for multisided platforms. Boston: MIT Press.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198.
Ladhari, R. (2012). The lodging quality index: an independent assessment of validity and dimensions. International Journal of Contemporary Hospitality Management, 24(4), 628-652.
Lee, S.; Kim, D. Y. (2018). The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. International Journal of Contemporary Hospitality Management, 30(3), 1332-1351.
Leismann, K.; Schmitt, M.; Rohn, H.; Baedeker, C. (2013). Collaborative consumption: towards a resource-saving consumption culture. Resources, 2(3), 184-203.
Marimon, F.; Llach, J.; Alonso-Almeida, M.; Mas-Machuca, M. (2019). CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services. International Journal of Information Management, 49, 130-141.
Nautal (n.d.). Nautal (www.nautal.com).
Owyang, J.; Tran, C.; Silva, C. (2013). The collaborative economy. United States: Altimeter.
Parasuraman, A.; Zeithaml, V.; Berry, L. (1985). Conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A.; Zeithaml, V.; Berry, L. (1988). SERVQUAL: a multiple-item scale
for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A.; Zeithaml, V.; Berry, L. (1991), Perceived Service Quality as a Customer-Based Performance Measure: An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335-364.
Pisá, M.; Novejarque, J.; Llopis, M. P. (2017). El nuevo concepto de turismo colaborativo: La comunidad couchsurfing.com. International Journal of Information Systems and Tourism (IJIST), 2(1), 47-58.
Piscicelli, L.; Cooper, T.; Fisher, T. (2015). The role of values in collaborative consumption: Insights from a product-service system for lending and borrowing in the UK. Journal of Cleaner Production, 97, 21-29.
Priporas, C. V.; Stylos, N.; Rahimi, R.; Vedanthachari, L. N. (2017). Unraveling the diverse nature of service quality in a sharing economy. International Journal of Contemporary Hospitality Management.
Santoso, A. S.; Erdaka, A. (2015). Customer loyalty in collaborative consumption model: Empirical study of CRM for product-service system-based e-commerce in Indonesia. Procedia Computer Science, 72, 543-551.
Sharing Academy (n.d.). Sharing Academy. (www.sharingacademy.com).
Tussyadiah, I. P.; Pesonen, J. (2016). Impacts of peer-to-peer accommodation use on travel patterns. Journal of Travel Research, 55(8), 1022-1040.
Vaughan, R.; Daverio, R. (2016). Assessing the size and presence of the collaborative economy in Europe. Publications Office of the European Union.
Yoo, B.; Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly journal of electronic commerce, 2(1), 31-45.
Zeithaml, V. A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the academy of marketing science, 28(1), 67-85.
Zhou, Z.; Zhang, Z. (2018). Customer satisfaction of bicycle sharing: Studying perceived service quality with SEM model. International Journal of Logistics Research and Applications. doi:10.1080/13675567.2018.1513468.
Enlaces refback
- No hay ningún enlace refback.
International Journal of Information Systems and Tourism (IJIST)
ISSN: 2530-3260
www.ijist-tourism.com
ijist-tourism@uajournals.com