Service quality in the sharing economy: A review and research agenda

Abstract

The growth of sharing economy (SE) business models across different sectors suggests global shifts in consumer expectations, values, behaviours and lifestyles. SE products and service are not standardized, and it is impossible to talk about quality as it is traditionally understood. The methodological and theoretical approaches to study the quality in this setup remain segmented. This warrants a revision and systematization of existing knowledge. We use a hybrid review based on integration of bibliometric and structured reviews. We identify research streams, theoretical frameworks, contexts and methods related to perceived service quality in the SE, and also detect current gaps and formulate future research directions.