Advertisement

B2C Relationship Quality in the Sharing Economy in the Chinese Context

Conference paper
Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 532)

Abstract

The sharing economy has penetrated everyday life, offering various services ranging from automotive services to transportation, labor, delivery, rental, travel, short-term loan and dining services. It is a means of sharing goods, services, ideas, information, and skills through a network of individuals, facilitated through social networks via computers and mobile apps. There still is not enough research on business-to-customer (B2C) relationship quality in this field. In particular, sharing economy businesses in China are faced with many problems with regard to safety, trust, loyalty, service quality, and credibility. In this PhD research proposal, the purposes of the study are to develop a framework that contributes to building B2C relationship quality between service providers, firms (sharing platforms), and customers, and furthermore to identify the independent variables that affect B2C relationships in the sharing economy in the Chinese context. Lastly, whether the quality of the B2C relationship between firms and customers affects the sharing service providers’ and customers’ relationships or not is assessed. A literature review is conducted to find the independent variables and, by proposal of a hypothesis, the framework is outlined. The data are collected using a questionnaire.

References

  1. 1.
    R. Botsman, R. Rogers, What’s Mine is Yours: The Rise of Collaborative Consumption (HarperBusiness, New York, 2010), pp. 38–43Google Scholar
  2. 2.
    L. Piscicelli, The role of values in collaborative consumption. Proceedings of the CADBE PhD Conference 2014, At Nottingham Trent University, 2014Google Scholar
  3. 3.
    C.P. Lamberton, R.L. Rose, When is ours better than mine? A framework for understanding and altering participation in commercial sharing systems. J. Mark. 76(4), 109–125 (2012)CrossRefGoogle Scholar
  4. 4.
    National Information Center, China internet “sharing economy”, research report (2017), Available online: http://www.199it.com/archives/569406.html. Accessed 24 July 2017
  5. 5.
    National Information Center, China internet “sharing economy”, research report (2016), Available online: http://www.sic.gov.cn/archiver/SIC/UpFile/Files/Htmleditor/201602/20160229121154612.pdf. Accessed 24 July 2017
  6. 6.
    iiMedia, China internet “sharing economy”, research report (2016), Available onine: http://www.iimedia.cn/14780907678270150n.pdf. Accessed 25 July 2017
  7. 7.
    Xinhuanet, The fast growing sharing economy in China (2017), http://news.xinhuanet.com/fortune/2017-03/16/c_1120636819.htm. Accessed 04 Jul 2017
  8. 8.
    C. Marquis, Z. Yang, The sharing economy in China: toward a unique local model. China Policy Rev. 9, 109–111 (2014)Google Scholar
  9. 9.
    J. Owyang, C. Tran, C. Silva, The collaborative economy: products, services, and market relationships have changed as sharing startups impact business models. To avoid disruption, companies must adopt the collaborative economy value chain, Altimeter Research Theme: Digital Economies, A Market Definition Report (2013), Available online: https://www.slideshare.net/Altimeter/the-collaborative-economy. Accessed 03 Aug 2017
  10. 10.
    T. Puschmann, R. Alt, Sharing economy. Bus Inform Syst Eng 58, 93–99 (2015)CrossRefGoogle Scholar
  11. 11.
    R. Radka, A. Margolis, Changing models of ownership and value exchange, in Presentation at Epic Conference, Boulder, 20 September 2011Google Scholar
  12. 12.
    FTChinese, House sharing in China (2016), http://www.ftchinese.com/story/001067520#adchannelID=2000. Accessed 26 July 2017
  13. 13.
    News ScienceNet, Embracing sharing economy (2016), http://news.sciencenet.cn/htmlnews/2016/5/347478.shtm. Accessed 25 July 2017
  14. 14.
    R. Peters, The sharing economy requires relationship capital (2015), https://www.linkedin.com/pulse/future-sharing-economy-requires-relationship-capital-rob-peters. Accessed 11 Aug 2017
  15. 15.
    P. Guenzi, O. Pelloni, The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider. Int. J. Serv. Ind. Manag. 15(4), 365–384 (2004)CrossRefGoogle Scholar
  16. 16.
    R. Belk, Sharing. J. Consumer Res. 36, 715–734 (2010)CrossRefGoogle Scholar
  17. 17.
    R. Belk, You are what you can access: sharing and collaborative consumption online. J. Bus. Res. 67(8), 1595–1600 (2014)CrossRefGoogle Scholar
  18. 18.
    F. Bardhi, G.M. Eckhardt, Access-based consumption: the case of car sharing. J. Consum. Res. 39(4), 881–898 (2012)CrossRefGoogle Scholar
  19. 19.
    B. Balaram, Reclaiming power in the sharing economy (RSA, London, 2016)Google Scholar
  20. 20.
    A. Andreotti, G. Anselmi, T. Eichhorn, C.P. Hoffmann, M. Micheli, Participation, privacy, and power in the sharing economy participation in the sharing economy, Report from the EU H2020 Research Project Ps2Share (2017), Available online: https://www.bi.edu/globalassets/forskning/h2020/working-paper-version-for-web-privacy.pdf. Accessed 04 Aug 2017
  21. 21.
    J. Madden, Exploring the new sharing economy (NAIOP Research Foundation, Herndon, 2015)Google Scholar
  22. 22.
    J. Hamari, M. Sjöklint, A. Ukkonen, The sharing economy: why people participate in collaborative consumption. J. Assoc. Inf. Sci. Technol. 67(9), 2047–2059 (2015)CrossRefGoogle Scholar
  23. 23.
    P. Munoz, B. Cohen, Mapping out the sharing economy: a configurational approach to sharing business modeling. Technol. Forecast. Soc. Change 125, 21–37 (2017)CrossRefGoogle Scholar
  24. 24.
    K. Matzler, V. Veider, W. Kathan, Adapting to the sharing economy. MIT Sloan Manag. Rev. 56(2), 71–77 (2015)Google Scholar
  25. 25.
    B. Cohen, J. Kietzmann, Ride on! Mobility business models for the sharing economy. Org. Environ. 27(3), 279–296 (2014)CrossRefGoogle Scholar
  26. 26.
    V. Demary, Competition in the sharing economy, IW policypaper, no. 19/2015 (2015), Available online: https://www.iwkoeln.de/fileadmin/publikationen/2015/235445/Sharing_Economy_Policy_Paper.pdf. Accessed 24 Aug 2017
  27. 27.
    J. Valant, A European Agenda for the Collaborative Economy (European Parliamentary Research Service, Brussels, 2016), Available online: http://www.europarl.europa.eu/RegData/etudes/BRIE/2016/593510/EPRS_BRI(2016)593510_EN.pdf. Accessed 23 Aug 2017
  28. 28.
    I. Stoica, R. Morris, D. Liben-Nowell, D.R. Karger, M.F. Kaashoek, F. Dabek, et al., Chord: a scalable peer-to-peer lookup protocol for internet applications. IEEE/ACM Trans. Netw. 11, 17–32 (2003)CrossRefGoogle Scholar
  29. 29.
    T.H. Roh, The sharing economy: Business cases of social enterprises using collaborative networks. Procedia Comput. Sci. 91, 502–511 (2016)CrossRefGoogle Scholar
  30. 30.
    M. Mohlmann, Collaborative consumption: determinants of satisfaction and the likelihood of using a sharing economy option again. J. Consum. Behav. 14(3), 193–207 (2015)CrossRefGoogle Scholar
  31. 31.
    L. Scholdan, N. van Straaten, C.N.A. Molenaar, What are the drivers of the sharing economy and how do they changes the customer behavior? E-marketing report, program me: e-marketing: marketing strategies for future success (2015), Available online: https://www.contextuallearning.nl/wp-content/uploads/2016/01/drivers-of-the-sharing-economy-strategie.pdf. Accessed 24 Aug 2017
  32. 32.
    D. Roos, R. Hahn, Does shared consumption affect consumers’ values, attitudes, and norms? A panel study. J. Bus. Res. 77, 113–123 (2017)CrossRefGoogle Scholar
  33. 33.
    L. Rajaobelina, J. Bergeron, Antecedents and consequences of buyer‐seller relationship quality in the financial services industry. Int. J. Bank Mark. 27(5), 359–380 (2009)CrossRefGoogle Scholar
  34. 34.
    D.V. Parboteeah, J.S. Valacich, J.D. Wells, The influence of website characteristics on a consumer's urge to buy impulsively. Inform. Syst. Res. 20(1), 60–78 (2009)CrossRefGoogle Scholar
  35. 35.
    M.S. Balaji, S. Kumar Roy, K. Kok Wei, Does relationship communication matter in B2C service relationships? J. Serv. Mark. 30(2), 186–200 (2016)CrossRefGoogle Scholar
  36. 36.
    M. Law, T. Lau, Y.H. Wong, From customer relationship management to customer-managed relationship: unraveling the paradox with a co-creative perspective. Mark. Intell. Plan. 21(1), 51–60 (2003)CrossRefGoogle Scholar
  37. 37.
    M.M. Raciti, T. Ward, T.S. Dagger, The effect of relationship desire on consumer-to-business relationships. Eur. J. Mark. 47(3/4), 615–634 (2013)CrossRefGoogle Scholar
  38. 38.
    G. Winch, P. Joyce, Exploring the dynamics of building, and losing, consumer trust in B2C e-business. Int. J. Retail Distrib. Manag. 34(7), 541–555 (2006)CrossRefGoogle Scholar
  39. 39.
    P. Parigi, Trust and relationships in the sharing economy, in Perspective: King’s College London Economics & Finance Society, (2016)Google Scholar
  40. 40.
    P. Parigi, Trust and relationships in the sharing economy. Respective student-led economics journal (2016), http://kcleconomics.com/trust-and-relationships-in-the-sharing-economy/. Accessed 11 Aug 2017
  41. 41.
    H. Park, Collaborative apparel consumption in the digital sharing economy: an agenda for academic inquiry. J. Consum. Stud. 41(5), 465–474 (2017)MathSciNetCrossRefGoogle Scholar
  42. 42.
    M.T. Adjei, M.N. Clark, Relationship marketing in a B2C context: moderating role of personality traits. J. Retail. Consum. Serv. 17, 73–79 (2010)CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Christ Church Business School, Canterbury Christ Church UniversityKentUK

Personalised recommendations