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Paper Type
ERF
Abstract
The sharing economy is known as collaborative consumption or the peer-to-peer based activity of acquiring, providing, or sharing goods and services. To improve the consumer-based sharing economy, researchers study customer reviews about their experiences of provided services. Expectation-confirmation theory (ECT) suggests that customers use mental comparison standards to evaluate the real performance of provided services, which ultimately influences customer satisfaction. Recommendations made in customer reviews have emerged as a critical feature of a business-to-consumer website, however there is a lack of empirical evidence supporting their influence on customer satisfaction. In this study, we contribute to the sharing economy knowledge base by adding a consumer recommendation component to the original EC.
Recommended Citation
Esmizadeh, Yalda; Canziani, Bonnie; Nemati, Hamid R.; and Mondaresnezhad, Minoo, "Sharing Economy: Application of Structural Topic Models" (2020). AMCIS 2020 Proceedings. 30.
https://aisel.aisnet.org/amcis2020/data_science_analytics_for_decision_support/data_science_analytics_for_decision_support/30
Sharing Economy: Application of Structural Topic Models
The sharing economy is known as collaborative consumption or the peer-to-peer based activity of acquiring, providing, or sharing goods and services. To improve the consumer-based sharing economy, researchers study customer reviews about their experiences of provided services. Expectation-confirmation theory (ECT) suggests that customers use mental comparison standards to evaluate the real performance of provided services, which ultimately influences customer satisfaction. Recommendations made in customer reviews have emerged as a critical feature of a business-to-consumer website, however there is a lack of empirical evidence supporting their influence on customer satisfaction. In this study, we contribute to the sharing economy knowledge base by adding a consumer recommendation component to the original EC.
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