CC-Qual: A holistic scale to assess customer perceptions of service quality of collaborative consumption services |
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| Institution: | 1. Department of Economy and Business Organization, Universitat Internacional de Catalunya, Barcelona, Spain;2. Department of Business Administration and Product Design, Universitat de Girona, Spain;3. Universidad Autónoma de Madrid, Facultad de Ciencias Económicas y Empresariales, Spain;1. Faculty of Information Technology, University of Jyväskylä, Finland;2. Institute of Information Systems and Marketing, Karlsruhe Institute of Technology, Germany;3. Gamification Group, Faculty of Information Technology and Communication Sciences, Tampere University, Finland;4. Gamification Group, Faculty of Humanities, University of Turku, Finland;1. Dept of Computer Science, Chungbuk National University, Cheongju, Republic of Korea;2. School of Information and Communication Engineering, Chungbuk National University, Cheongju, Republic of Korea;3. Department of Computer Science, Hanyang University, Seoul, Republic of Korea;4. Department of Computer Science and Engineering, Sungkyunkwan University, Suwon, Republic of Korea;5. School of Computer Science and Engineering, Soongsil University, Seoul, Republic of Korea;1. Computer Science and Electrical Engineering Department, Lucian Blaga University of Sibiu, Romania;2. Department of Management Studies and Quantitative Methods, Parthenope University, Italy;3. Department of Informatics, University of Salerno, Italy;1. Operations & Information Systems Department, Manning School of Business (MSB), PTB Center, 74 University Avenue, Lowell, MA 01854, USA;2. King Fahd University of Petroleum & Minerals, KFUPM Business School, Dhahran 31261, Saudi Arabia;3. Department of Management Information Systems, College of Business and Management, University of Illinois Springfield, One University Plaza, UHB 4030, Springfield, IL 62703, USA;1. Research Institute for Shenzhen, University of International Business and Economics, China;2. Anderson School of Management, University of New Mexico, USA;3. McLane College of Business, University of Mary Hardin-Baylor, USA |
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| Abstract: | The paper defines and validates a scale—CC-Qual—to assess the quality of services provided through a Collaborative Consumption (CC) model.The authors have borrowed a set of items arranged in eight dimensions from the literature on CC. A panel of selected practitioners (seven CEOs of CC companies) assisted in the design of the questionnaire, which was launched in June 2018. A sample of 127 questionnaires was used for exploratory factor analysis. A second sample of 301 users was used for confirmatory analysis using EQS 6.4 software.A scale of 21 items gathered under five dimensions is proposed. Accordingly, the perceived quality in CC is composed of five dimensions: three of them related to the interaction with the platform (“site organization”, “platform responsiveness and agility” and “legal protection and trustworthiness”), another related to the perceived quality of the peer service supplier (“peer service provider”) and the last one to assess the encounters with other consumers and with the person who provides the service (“social interaction”).This study provides a useful measure for the assessment of the perceived quality of CC services, regardless of the activity sector. This instrument might assist managers for both assessing and benchmarking. The instrument also provides independent and reliable information for customers. |
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| Keywords: | Collaborative Consumption Quality Service e-Commerce Sharing economy Quality scale |
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