본문 바로가기
KERD
논문KCI 등재

Service Quality Issues in the Triad of Sharing Services: Conceptualization of Issues and Propositions for Solutions

김수연|최선미
한국생산관리학회 (The Korean Production And Operations Management Society)|2022.05|한국생산관리학회지 (Journal of the Korean Production and Operations Management Society)|제33권 제2호|pp. 261-281

0

조회

0

다운로드

0

인용

0

참고문헌

키워드

서비스 품질Service QualitySharing EconomyService TriadSocial DilemmaAgency Theory공유 경제서비스 삼각구조사회적 딜레마 이론대리인 이론
주제분류경영학

초록

Sharing-service business models face unique operational issues. The human aspect of the operation particularly differs from traditional service business models, and therefore requires special attention. This aspect comprises “the increased role of customers in service production/delivery process” in sharing-service models. This study primarily aims to identify such operational issues and propose solutions. Based on the “service triad” framework, this study addresses the issues for each of the two sharing-service models: B2C – business to customers, and P2P – people to people. For B2C models, three propositions are put forth based on the theory of the “social dilemma”: (1) implementing social incentives; (2) creating competition among small customer groups; (3) designing effective customer messages. For P2P models, three propositions are put forth based on the “agency theory”: (1) managing information; (2) understanding customers’ attribution to service failure; (3) providing evaluation reports using big data analysis. This study constitutes the first attempt in extending the service triad framework into sharing-service business models toward the goal of providing managerial insights on improving the service quality of sharing-services.

Abstract

Sharing-service business models face unique operational issues. The human aspect of the operation particularly differs from traditional service business models, and therefore requires special attention. This aspect comprises “the increased role of customers in service production/delivery process” in sharing-service models. This study primarily aims to identify such operational issues and propose solutions. Based on the “service triad” framework, this study addresses the issues for each of the two sharing-service models: B2C – business to customers, and P2P – people to people. For B2C models, three propositions are put forth based on the theory of the “social dilemma”: (1) implementing social incentives; (2) creating competition among small customer groups; (3) designing effective customer messages. For P2P models, three propositions are put forth based on the “agency theory”: (1) managing information; (2) understanding customers’ attribution to service failure; (3) providing evaluation reports using big data analysis. This study constitutes the first attempt in extending the service triad framework into sharing-service business models toward the goal of providing managerial insights on improving the service quality of sharing-services.

참고문헌 (86)

  1. Bandiera, O., "Social incentives in the workplace", The Review of Economic Studies, 77(2), pp.417~458 (2010)
  2. Bandura, A., "Self-efficacy : Toward a unifying theory of behavioral change", Psychological Review, 84, pp.191~215 (1977)
  3. Barari, M., "Relationships among actors within the sharing economy : Meta-analytics review", International Journal of Hospitality Management, 103, pp.103215~ (2022)
  4. Bardhi, F., "Access-based consumption: The case of car-sharing", Journal of Consumer Research, 39(4), pp.881~898 (2012)
  5. Customer Interaction in Service Businesses, "Perceived Control and the Service Encounter. The Service Encounter:Managing Employees", pp.1985, Bateson, J. G.
  6. Belk, R., "Sharing", Journal of Consumer Research, 36, pp.715~734 (2010)
  7. Belk, R., "You are what you can access : Sharing and collaborative consumption online", Journal of Business Research, 67(8), pp.1595~1600 (2014)
  8. Benoit, S., "A triadic framework for collaborative consumption(CC) : Motives, activities and resources and capabilities of actors", Journal of Business Research, 79, pp.219~227 (2017)
  9. Blanes Vidal, J., "Tournaments without prizes : Evidence from personnel records", Management Science, 57(10), pp.1721~1736 (2011)
  10. Botsman, R., "Beyond Zipcar : Collaborative consumption", Harvard Business Review, 88(10), pp.30~ (2010)
  11. Bowen, D. E., "Managing customers as human resources in service organizations", Human Resource Management, 25(3), pp.371~383 (1986)
  12. Breidbach, C. F., "Engagement platforms in the sharing economy : conceptual foundations and research directions", Journal of Service Theory and Practice, 27(4), pp.761~777 (2017)
  13. Brewer, M. B., "Evolution and Social Psychology", pp.143~161 (2006), Psychology Press
  14. Brewer, W. F., "Role of schemata in memory for places", Cognitive Psychology, 13(2), pp.207~230 (1981)
  15. "Knowledge work in the sharing economy: What drives project success in online labor markets?" (2018)[URL]
  16. Cohen, M. C., "Big data and service operations", Production and Operations Management, 27(9), pp.1709~1723 (2018)
  17. Cook, L. S., "Human issues in service design", Journal of Operations Management, 20(2), pp.159~174 (2002)
  18. Das, E., "Improving the effectiveness of fundraising messages : The impact of charity goal attainment, message framing, and evidence on persuasion", Journal of Applied Communication Research, 36(2), pp.161~175 (2008)
  19. Dawes, R. M., "Social dilemmas", Annual Review of Psychology, 31(1), pp.169~193 (1980)
  20. De Cremer, D., "Collective identity and cooperation in a public goods dilemma : A matter of trust or self-efficacy", Current Research in Social Psychology, 3(1), pp.1~11 (1998)
  21. De Matos, C. A., "Service recovery paradox : a meta-analysis", Journal of Service Research, 10(1), pp.60~77 (2007)
  22. De Pablo González, J. D. S., "Influence factors of trust building in cooperation agreements", Journal of Business Research, 67(5), pp.710~714 (2014)
  23. Duffy, J., "Does competition affect giving?", Journal of Economic Behavior and Organization, 74(1-2), pp.82~103 (2010)
  24. Ert, E., "Trust and reputation in the sharing economy : The role of personal photos in Airbnb", Tourism Management, 55, pp.62~73 (2016)
  25. Falk, A., "Clean evidence on peer effects", Journal of Labor Economics, 24(1), pp.39~57 (2006)
  26. Field, J. M., "Service operations : what’s next?", Journal of Service Management, 29(1), pp.55~97 (2018)
  27. Fiske, S. T., "Social Cognition" (1991), McGraw-Hill
  28. Frei, F., "Beyond the Carrot and the Stick : New Alternatives for Influencing Customer Behavio", Harvard Management Update, 8(3), pp.10~12 (2003)
  29. Habibi, M. R., "From sharing to exchange : An extended framework of dual modes of collaborative nonownership consumption", The Journal of the Association for Customer Research, 1(2), pp.277~294 (2016)
  30. Hahn, C. K., "The supplier development program : a conceptual model", Journal of Purchasing and Materials Management, 26(2), pp.2~7 (1990)
  31. Hamari, J., "The sharing economy: Why people participate in collaborative consumption", Journal of the Association for Information Science and Technology, 67(9), pp.2047~2059 (2015)
  32. Hartl, B., "Do we need rules for"what's mine is yours"? Governance in collaborative consumption communities", Journal of Business Research, 69, pp.2756~2763 (2016)
  33. Hazée, S., "Burdens of Access : Understanding Customer Barriers and Barrier-Attenuating Practices in Access-Based Services", Journal of Service Research, 20(4), pp.441~456 (2017)
  34. Hess Jr, R. L., "The impact of firm reputation and failure severity on customers' responses to service failures", Journal of Services Marketing, 22(5), pp.385~398 (2008)
  35. Hoffman, K. D., "Tracking service failures and employee recovery efforts", Journal of Services Marketing, 9(2), pp.49~61 (1995)
  36. Hogg, M. A., "Subjective uncertainty reduction through self-categorization : A motivational theory of social identity processes", European Review of Social Psychology, 11(1), pp.223~255 (2000)
  37. Hogg, M. A., "Uncertainty–identity theory", Advances in Experimental Social Psychology, 39, pp.69~126 (2007)
  38. Hogg, M. A., "Self-conceptual uncertainty and the lure of belonging. In Social Identities", pp.45~62 (2016), Psychology Press
  39. Jarrahi, M. H., "Platformic management, boundary resources for gig work, and worker autonomy", Computer supported cooperative work(CSCW), 29(1), pp.153~189 (2020)
  40. Jensen, M. C., "Theory of the firm : Managerial behavior, agency costs and ownership structure", Journal of Financial Economics, 3(4), pp.305~360 (1976)
  41. Johnston, A. C., "Fear appeals and information security behaviors : an empirical study", MIS Quarterly, 34, pp.549~566 (2010)
  42. Jorge, D., "Carsharing systems demand estimation and defined operations : a literature review", European Journal of Transport and Infrastructure Research, 13(3), pp.201~220 (2013)
  43. 강주영, "The Role of Social Distance in the Collaborative Consumption", 서비스경영학회지, 20(4), pp.41~72 (2019), 한국서비스경영학회[DOI]
  44. Kerr, N. L., "Illusions of efficacy : The effects of group size on perceived efficacy in social dilemmas", Journal of Experimental Social Psychology, 25(4), pp.287~313 (1989)
  45. 김수연, "공유 서비스 고객의 역할 수행 의도를 높여주는 메시지 디자인 레시피: 퍼지셋 질적 비교 분석(fsQCA)을 중심으로", 한국생산관리학회지, 31(2), pp.167~184 (2020), 한국생산관리학회[DOI]
  46. 김수연, "효과적인 P2P(Peer-to-Peer) 공유 서비스 회복 전략에 관한 연구: 퍼지셋 질적 비교 분석(fsQCA)을 중심으로", 한국생산관리학회지, 32(2), pp.123~143 (2021), 한국생산관리학회
  47. 김수연, "Designing a Customer Message for Compliance in the B2C Sharing Service Context", 한국생산관리학회지, 30(3), pp.267~287 (2019), 한국생산관리학회[DOI]
  48. Kollock, P., "Social dilemmas : The anatomy of cooperation", Annual review of Sociology, 24(1), pp.183~214 (1998)
  49. Kouabenan, D. R., "Hierarchical position, gender, accident severity, and causal attribution", Journal of Applied Social Psychology, 31(3), pp.553~575 (2001)
  50. Kramer, R. M., "Effects of group identity on resource use in a simulated commons dilemma", Journal of Personality and Social Psychology, 46(5), pp.1044~1057 (1984)
  51. Lamberton, C. P., "When is ours better than mine? A framework for understanding and altering participation in commercial sharing systems", Journal of Marketing, 76(4), pp.109~125 (2012)
  52. Lin, C., "A structural equation model of supply chain quality management and organizational performance", International Journal of Production Economics, 96(3), pp.355~365 (2005)
  53. Malhotra, A., "The dark side of the sharing economy and how to lighten it", Communications of the ACM, 57(11), pp.24~27 (2014)
  54. Moein, E., "Carsharing customer demand forecasting using causal, time series and neural network methods : A case study", International Journal of Services and Operations Management, 35(1), pp.36~57 (2020)
  55. Möhlmann, M., "Collaborative consumption : determinants of satisfaction and the likelihood of using a sharing economy option again", Journal of Consumer Behaviour, 14(3), pp.193~207 (2015)
  56. Minami, A. L., "Sharing economy versus collaborative consumption : What drives consumers in the new forms of exchange?", Journal of Business Research, 128, pp.124~137 (2021)
  57. Mittendorf, C., "Collaborative consumption : the role of familiarity and trust among Millennials", Journal of Consumer Marketing, 35(4), pp.377~391 (2018)
  58. Mudambi, S. M., "Research note: What makes a helpful online review? A study of customer reviews on Amazon. com", MIS Quarterly, 34(1), pp.185~200 (2010)
  59. Muñoz, P., "Mapping out the sharing economy : A configurational approach to sharing business modeling", Technological Forecasting and Social Change, 125, pp.21~37 (2017)
  60. Naylor, R., "Strikes, free riders, and social customs", The Quarterly Journal of Economics, 104(4), pp.771~785 (1989)
  61. "SOCIAL INCENTIVE" (2013)[URL]
  62. Olson, M., "The Invisible Hand", pp.61~69 (1989), Palgrave Macmillan
  63. Oliver, P. E., "The paradox of group size in collective action : a theory of the critical mass", American Sociological Review, 53(1), pp.1~8 (1988)
  64. Pappas, N., "The complexity of purchasing intentions in peer-to-peer accommodation", International Journal of Contemporary Hospitality Management, 29(9), pp.2302~2321 (2017)
  65. Poteete, A. R., "Working together: collective action, the commons, and multiple methods in practice" (2010), Princeton University Press
  66. PWC, "The sharing economy, Consumer Intelligence Series", pp.1~30 (2015)
  67. Ragin, C. C., "Redesigning social inquiry" (2009), University of Chicago Press
  68. Rand, D. G., "Positive interactions promote public cooperation", Science, 325(5945), pp.1272~1275 (2009)
  69. Reynolds, R. A., "The persuasion handbook: Developments in theory and practice", pp.513~542 (2002), Sage
  70. Robbennolt, J. K., "Outcome severity and judgments of"Responsibility" : A meta-analytic review", Journal of Applied Social Psychology, 30(12), pp.2575~2609 (2000)
  71. Sengupta, A. S., "How customers cope with service failure? A study of brand reputation and customer satisfaction", Journal of Business Research, 68(3), pp.665~674 (2015)
  72. Schaefers, T., "Contagious effects of customer misbehavior in access-based services", Journal of Service Research, 19(1), pp.3~21 (2016)
  73. "Some obvious things about internet reputation systems" (2013)[URL]
  74. Smith, A., "The Theory of Moral Sentiments" (2010), Penguin
  75. Sorrentino, R. M., "Uncertainty orientation, achievement-related motivation, and task diagnosticity as determinants of task performance", Social Cognition, 4(4), pp.420~436 (1986)
  76. Stephany, A., "The Business of Sharing:Making it in the New Sharing Economy" (2015), Springer
  77. Tran, A., "Rank as an inherent incentive: Evidence from a field experiment", Journal of Public Economics, 96(9-10), pp.645~650 (2012)
  78. Turner, J. C., "Rediscovering the Social Group: A Self-Categorization Theory" (1987), Basil Blackwell
  79. Van de Kragt, A. J., "The minimal contributing set as a solution to public goods problems", American Political Science Review, 77(1), pp.112~122 (1983)
  80. Van Iwaarden, J., "Controlling outsourced service delivery:Managing service quality in business service triads", Total Quality Management and Business Excellence, 24(9-10), pp.1046~1061 (2013)
  81. Wang, L., "Optimization of dynamic relocation operations for one-way electric carsharing systems", Transportation Research Part C : Emerging Technologies, 101, pp.55~69 (2019)
  82. Wang, X., "Do Emotions Sell? The Impact of Emotional Expressions on Sales in the Space-Sharing Economy", Production and Operations Management, 31(1), pp.65~82 (2022)
  83. Woodside, A. G., "Embrace․perform․model : Complexity theory, contrarian case analysis, and multiple realities", Journal of Business Research, 67(12), pp.2495~2503 (2014)
  84. Wynstra, F., "Service triads : A research agenda for buyer –supplier–customer triads in business services", Journal of Operations Management, 35, pp.1~20 (2015)
  85. Yamagishi, T., "The provision of a sanctioning system as a public good", Journal of Personality and Social Psychology, 51(1), pp.110~116 (1986)
  86. Zhang, J. J., "An agency perspective on service triads : Linking operational and financial performance", Journal of Operations Management, 35, pp.56~66 (2015)

관련 논문AI추천

Designing a Customer Message for Compliance in the B2C Sharing Service Context김수연, 김희진, 최선미한국생산관리학회 · 한국생산관리학회지2019 · 제30권 제3호Antecedents of Consumer Participation in Sharing Economy at Distribution Markets최낙환, CAI Yunwei한국유통과학회 · 유통과학연구2022 · 제20권 제9호효과적인 P2P(Peer-to-Peer) 공유 서비스 회복 전략에 관한 연구: 퍼지셋 질적 비교 분석(fsQCA)을 중심으로김수연한국생산관리학회 · 한국생산관리학회지2021 · 제32권 제2호Investigating Utility, Attitude, Intention, and Satisfaction of Skill-Sharing Economy라수정, 조윤정한국유통과학회 · 산경연구논집2019 · 제10권 제1호Host and guest value co-creation and satisfaction in a shared economy: The case of AirbnbAnubhuti Singhal, Jiraporn Surachartkumtonkun, Park Thaichon한국마케팅과학회 · Journal of Global Scholars of Marketing Science(마케팅과학연구)2020 · 제30권 제4호공유경제에서 서비스품질이 공유가치창출 및 지속이용의도에 미치는 영향에 관한 연구: 중국공유자전거를 중심으로이은지, 조철호한국품질경영학회 · 품질경영학회지2018 · 제46권 제3호

이 간행물의 다른 논문 (10건)

디지털 트랜스포메이션 전환을 위한 제조기업의 운영전략: D2C방식이돈희, 황재훈, 김기주pp. 179-200의류 치수별 공급량 배분의 불균형과 원인신호정, 이상준pp. 201-221생산-개발부서 통합과 고객만족의 관계에 관한 연구: 생산유연성과 다기능팀의 역할을 중심으로정다운, 박지혜pp. 223-241제품복잡성 및 시스템 투자를 고려한 고객 협동디자인 시스템 분석임희주, 박경삼pp. 243-260위탁기업의 협력업체 지원이 위탁기업의 국제화에 미치는 영향에 대한 연구신충호, 조혜진, 이평수pp. 283-298
원문 보기