Service quality management of online car-hailing based on PCN in the sharing economy

作者：

Highlights：

• This work takes a perspective of service quality to study sharing economy.

• A research framework of service quality management of online car-hailing is proposed.

• Existing service issues are identified by mining data of electronic word-of-mouth.

• Strategies of optimizing service quality of online car-hailing are proposed based on PCN.

摘要

•This work takes a perspective of service quality to study sharing economy.•A research framework of service quality management of online car-hailing is proposed.•Existing service issues are identified by mining data of electronic word-of-mouth.•Strategies of optimizing service quality of online car-hailing are proposed based on PCN.

论文关键词：Sharing economy,Service quality,Online car-hailing,PCN,eWOM

论文评审过程：Received 30 November 2018, Accepted 4 January 2019, Available online 8 January 2019, Version of Record 17 January 2019.

论文官网地址：https://doi.org/10.1016/j.elerap.2019.100827