دانلود مقاله انگلیسی رایگان:به سمت یک مدل جدید برای درک کیفیت در خدمات مصرف مشارکتی - 2020
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  • Towards a new model to understand quality in collaborative consumption services Towards a new model to understand quality in collaborative consumption services
    Towards a new model to understand quality in collaborative consumption services

    سال انتشار:

    2020


    عنوان انگلیسی مقاله:

    Towards a new model to understand quality in collaborative consumption services


    ترجمه فارسی عنوان مقاله:

    به سمت یک مدل جدید برای درک کیفیت در خدمات مصرف مشارکتی


    منبع:

    Sciencedirect - Elsevier - Journal of Cleaner Production, 266 (2020) 121855: doi:10:1016/j:jclepro:2020:121855


    نویسنده:

    Natalia Amat-Lefort


    چکیده انگلیسی:

    The collaborative consumption industry, which is based on the idea of providing more sustainable uses for resources, has experienced high growth rates since it was introduced a few years ago. As an alter- native to traditional businesses, some of the management models that apply to regular companies must be reviewed and adapted for collaborative consumption organisations. However, none of the existing conceptual quality management models has been adapted to suit the particularities of this new kind of service. The goal of the present study is to introduce a model to conceptualise how quality is perceived and managed in the collaborative consumption setting. The proposed model is based on the Service Quality GAP Model designed by Parasuraman and his team in the 1980s.The new model contributes with two novelties that enable its updating and adaptation to this particular collaborative consumption setting: (i) its cyclical shape, and (ii) including the interactions between the consumer and the peer service provider, and those that occur between the consumer and the digital platform. Service quality has been proven to have a relevant impact on overall business performance, client satisfaction, loyalty and profitability. This new model will be a useful contribution for both academics and managers in collaborative consumption companies.© 2020 Elsevier Ltd. All rights reserved.
    Keywords: Service quality model | Perceived service quality | Collaborative consumption | New business model


    سطح: متوسط
    تعداد صفحات فایل pdf انگلیسی: 12
    حجم فایل: 991 کیلوبایت

    قیمت: رایگان


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