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The perception of value of platform-based business models in the sharing economy: determining the drivers of user loyalty

Author

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  • Thomas Clauss

    (Philipps-University of Marburg)

  • Peter Harengel

    (Philipps-University of Marburg)

  • Marianne Hock

    (Philipps-University of Marburg)

Abstract

Platform-based business models have become such an essential pillar of today’s economy that the term ‘sharing economy’ is now frequently used to describe the new status quo. The success of platforms such as Airbnb, Blablacar or Shpock is evidence of a seismic shift from an ownership society to a sharing society. However, only very few platforms are able to accumulate a large and loyal following of customers. When success hinges upon engagement, a large user base can make or break one of these platforms. In our research we approach this challenge by researching platform loyalty from a customer-centric perspective. We show the impact of different value perceptions for customer-to-customer-based platforms through the use of a variance-based structural equation model. By demonstrating how customer perception of emotional value and quality value drive the loyalty of the platform, we are able to show that factors other than price determine loyal usage among platform-based business models.

Suggested Citation

  • Thomas Clauss & Peter Harengel & Marianne Hock, 2019. "The perception of value of platform-based business models in the sharing economy: determining the drivers of user loyalty," Review of Managerial Science, Springer, vol. 13(3), pages 605-634, June.
    • Handle: RePEc:spr:rvmgts:v:13:y:2019:i:3:d:10.1007_s11846-018-0313-0
    DOI: 10.1007/s11846-018-0313-0
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    3. Neus Vila-Brunet & Josep Llach, 2020. "OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms," Sustainability, MDPI, vol. 12(21), pages 1-15, November.
    4. Akhmedova, Anna & Marimon, Frederic & Mas-Machuca, Marta, 2020. "Winning strategies for customer loyalty in the sharing economy: A mixed-methods study," Journal of Business Research, Elsevier, vol. 112(C), pages 33-44.
    5. Shirazi, Masoud, 2022. "Assessing energy trilemma-related policies: The world's large energy user evidence," Energy Policy, Elsevier, vol. 167(C).
    6. Hartl, Barbara & Marth, Sarah & Hofmann, Eva & Penz, Elfriede, 2024. "‘One bad apple won’t spoil the bunch’ – Representations of the “sharing economy”," Journal of Business Research, Elsevier, vol. 176(C).
    7. Guanqiao Pan & Hongchao Jiang & Qianhui Jin & Tianyi Zhao & Jiajun Wang & Li Wang, 2021. "Study on the Sharing Transportation Based on Game Theory," Sustainability, MDPI, vol. 13(16), pages 1-28, August.
    8. Rianne Appel-Meulenbroek & Minou Weijs-Perrée & Marko Orel & Felix Gauger & Andreas Pfnür, 2021. "User preferences for coworking spaces; a comparison between the Netherlands, Germany and the Czech Republic," Review of Managerial Science, Springer, vol. 15(7), pages 2025-2048, October.
    9. Rey-Moreno, Manuel & Medina-Molina, Cayetano, 2020. "Dual models and technological platforms for efficient management of water consumption," Technological Forecasting and Social Change, Elsevier, vol. 150(C).
    10. Muntaser Mohamed Nuttah & Paolo Roma & Giovanna Lo Nigro & Giovanni Perrone, 2024. "The Short- and Long-Term Impacts of COVID-19 Pandemic on the Sharing Economy: Distinguishing Between “Symptomatic” and “Asymptomatic” Platforms," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(2), pages 9238-9287, June.
    11. Manuel Sánchez-Pérez & Nuria Rueda-López & María Belén Marín-Carrillo & Eduardo Terán-Yépez, 2021. "Theoretical dilemmas, conceptual review and perspectives disclosure of the sharing economy: a qualitative analysis," Review of Managerial Science, Springer, vol. 15(7), pages 1849-1883, October.
    12. Oliver Rossmannek, 2022. "When do service suppliers leave their platform?—The role of friendships," Review of Managerial Science, Springer, vol. 16(5), pages 1311-1334, July.
    13. Dan-Cristian Dabija & Luiela Magdalena Csorba & Florin-Lucian Isac & Sergiu Rusu, 2023. "Managing Sustainable Sharing Economy Platforms: A Stimulus–Organism–Response Based Structural Equation Modelling on an Emerging Market," Sustainability, MDPI, vol. 15(6), pages 1-22, March.
    14. Panniello, Umberto & Natalicchio, Angelo & Ardito, Lorenzo & Messeni Petruzzelli, Antonio, 2024. "A cross-sector exploration of the barriers to customer satisfaction in the sharing economy," Journal of Business Research, Elsevier, vol. 183(C).
    15. Aurelija Burinskienė & Edita Leonavičienė & Virginija Grybaitė & Olga Lingaitienė & Juozas Merkevičius, 2021. "Core Elements Affecting Sharing: Evidence from the United States," Sustainability, MDPI, vol. 13(7), pages 1-14, April.
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    17. Hossain, Mokter & Mozahem, Najib Ali, 2022. "Drivers’ perceptions of the sharing economy for transport services," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    18. Andreas Reuschl & Victor Tiberius & Matthias Filser & Yixin Qiu, 2022. "Value configurations in sharing economy business models," Review of Managerial Science, Springer, vol. 16(1), pages 89-112, January.

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    More about this item

    Keywords

    Two-sided platforms; Sharing economy; Loyalty; Digital innovation; Business model; Customer value perception; Partial least squares;
    All these keywords.

    JEL classification:

    • M13 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - New Firms; Startups
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L26 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Entrepreneurship
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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