Value co-creation in the sharing economy: The role of quality of service provided by peer
Publication date
2020-09-01ISSN
1879-1786
Abstract
The mesh of consumer-provider roles in the sharing economy gives a new edge to issues of service
quality, customer value and loyalty. Not much is known about how platforms can achieve
sustainable competitive advantage through regulation of peers ́ interaction. We find that the
quality of service is the cornerstone issue in creation of value and loyalty of users in the sharing
economy. Specifically, we find that: quality of service and customer value are antecedents of
loyalty. Not all quality dimensions impact loyalty equally. Only offline quality dimensions’
impact customer value. Continuous improvement affects loyalty and customer value indirectly
through other quality dimensions. Our study contributes to the literature by relating the full chain
of concepts of quality, value and loyalty to the sharing economy setting. We identify specific
areas that should be reinforced by the platform in order to increase loyalty of users. By making
sharing a better and a more appealing consumer option, the circularity of businesses might be
faster achieved.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
65 - Communication and transport industries. Accountancy. Business management. Public relations
Keywords
Pages
30
Publisher
Elsevier
Collection
266
Is part of
Journal of Cleaner Production
Recommended citation
Akhmedova, Anna; Mas-Machuca, Marta & Marimon, Frederic. Value co-creation in the sharing economy: The role of quality of service provided by peer. Journal of Cleaner production, 2020, 266, 121736. Disponible en <https://www.sciencedirect.com/science/article/abs/pii/S0959652620317832?via%3Dihub>. Fecha de acceso: 4 mar. 2026. DOI: 10.1016/j.jclepro.2020.121736
Note
This article was written as part of a research project titled ‘Improvement of quality in collaborative consumption companies: Model, scale and loyalty (CC-QUAL)’ (ref: RTI2018-096279-B-I00) financed by the Ministry of Science, Innovation and Universities of Spain within the aid programme for R&D “Retos Investigación” projects.
Aquest document correspon a la versió de l'autor acceptada per la revista Journal of Cleaner Production (post-print / Author Accepted Manuscript)
This item appears in the following Collection(s)
Rights
© 2020. Aquesta versió manuscrita està disponible sota la llicència CC-BY-NC-ND 4.0 https://creativecommons.org/licenses/by-nc-nd/4.0/ i s'ha dipositat un cop expirat el període d'embargament de 24 mesos.
Except where otherwise noted, this item's license is described as https://creativecommons.org/licenses/by-nc-nd/4.0/


