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

Zuo, Wenming; Zhu, Wenfeng; Chen, Shaojie; He, Xinming

Abstract

Online car-hailing has successfully integrated the sharing economy into the transportation industry. However, with its rapid development, service issues remain a challenge, and continuously improving service quality is a key factor for the sustainable growth of online car-hailing and the sharing economy. In this study, we implement LSTM text classification, sentiment analysis and frequent itemset mining of the electronic word-of-mouth (eWOM) of the online car-hailing platform, Didi Chuxing (DiDi), to identify existing service issues. Then, we depict the service process network of online car-hailing by using process chain network (PCN) to analyze and locate service issues. Finally, we analyze service optimization and innovation for online car-hailing by proposing corresponding service quality optimization suggestions based on the optimization principles of PCN. By constructing a service quality management research framework of online car-hailing in the sharing economy, we contribute to the literature on service science and the sharing economy and provide practical implications for sharing economy platforms to establish data-driven strategies of operation management.

Citation

Zuo, W., Zhu, W., Chen, S., & He, X. (2019). Service quality management of online car-hailing based on PCN in the sharing economy. Electronic Commerce Research and Applications, 34, Article 100827. https://doi.org/10.1016/j.elerap.2019.100827

• Journal Article Type: Article
• Acceptance Date: Jan 4, 2019
• Online Publication Date: Jan 8, 2019
• Publication Date: Mar 31, 2019
• Deposit Date: Jan 11, 2019
• Publicly Available Date: Jul 8, 2020
• Journal: Electronic Commerce Research and Applications
• Print ISSN: 1567-4223
• Electronic ISSN: 1873-7846
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 34
• Article Number: 100827
• DOI: https://doi.org/10.1016/j.elerap.2019.100827
• Public URL: https://durham-repository.worktribe.com/output/1310415