Skip to main content

Research Repository

Advanced Search

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

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

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


Authors

Wenming Zuo

Wenfeng Zhu

Shaojie Chen



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
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

Files





You might also like



Downloadable Citations