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

Zuo, Wenming and Zhu, Wenfeng and Chen, Shaojie and He, Xinming (2019) 'Service quality management of online car-hailing based on PCN in the sharing economy.', Electronic commerce research and applications., 34 . p. 100827.

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.

Item Type:Article
Full text:(AM) Accepted Manuscript
Available under License - Creative Commons Attribution Non-commercial No Derivatives.
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Status:Peer-reviewed
Publisher Web site:https://doi.org/10.1016/j.elerap.2019.100827
Publisher statement:© 2018 This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/
Date accepted:04 January 2019
Date deposited:11 January 2019
Date of first online publication:08 January 2019
Date first made open access:08 July 2020

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