The role of dissonance reduction and co-creation strategies in shaping smart service satisfaction – the case of Uber.
Saved in:
| Title: | The role of dissonance reduction and co-creation strategies in shaping smart service satisfaction – the case of Uber. |
|---|---|
| Authors: | Mousavi, Reza, Hazarika, Bidyut, Chen, Kuanchin, Rienzo, Thomas |
| Source: | Behaviour & Information Technology. Jan2022, Vol. 41 Issue 1, p51-71. 21p. 2 Diagrams, 9 Charts, 1 Graph. |
| Subjects: | College students, Cognitive dissonance, Research evaluation, Mobile apps, Structural models, Consumer attitudes, Surveys, Interprofessional relations, Quality assurance, Motor vehicle occupants, Information storage & retrieval systems, Cluster analysis (Statistics), Data analysis software, Intention, Research bias, Motor vehicle safety measures, Customer satisfaction |
| Abstract: | Ride-sharing apps have both positive and negative impact in our daily lives. To study the negative impacts especially personal safety issues, this study explores the reaction of ride-sharing app users to such safety issues. We contextualise our study using a scenario based survey. We found empirical support to all the hypotheses by surveying 421 individuals. This study contributes to the information systems literature in providing ways to apply dissonance reduction techniques that are a strong predictor of satisfaction. In addition, this study extends the dimensions of service quality to better suit ride-sharing apps. [ABSTRACT FROM AUTHOR] |
| Copyright of Behaviour & Information Technology is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Psychology and Behavioral Sciences Collection |
|
Full text is not displayed to guests.
Login for full access.
|
|
| Abstract: | Ride-sharing apps have both positive and negative impact in our daily lives. To study the negative impacts especially personal safety issues, this study explores the reaction of ride-sharing app users to such safety issues. We contextualise our study using a scenario based survey. We found empirical support to all the hypotheses by surveying 421 individuals. This study contributes to the information systems literature in providing ways to apply dissonance reduction techniques that are a strong predictor of satisfaction. In addition, this study extends the dimensions of service quality to better suit ride-sharing apps. [ABSTRACT FROM AUTHOR] |
|---|---|
| ISSN: | 0144929X |
| DOI: | 10.1080/0144929X.2020.1795258 |
