The role of dissonance reduction and co-creation strategies in shaping smart service satisfaction – the case of Uber

Reza Mousavi · Bidyut Hazarika · Kuanchin Chen · Thomas F. Rienzo

27 citations0/0 files storedBehaviour and Information Technology

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour Service and Product Innovation

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.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1977Outline of a Theory of Practice 1957A Theory of Cognitive Dissonance 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980Outline of a Theory of Practice.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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2021A Cross-Cultural Perspective on the Blended Service Quality for Ride-Sharing Continuance 2023Exploring driver and user perspectives of service quality in sharing economy transport platforms 2024The effects of trust on user satisfaction with parenting apps for Taiwanese parents: The mediating roles of social ties and perceived value

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