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Journal of Consumer Behaviour
Article . 2024 . Peer-reviewed
License: CC BY NC ND
Data sources: Crossref
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Mixing customer ingratiation into evaluation: How service providers judge and evaluate rideshare experiences

Authors: Yazhen Xiao; Jonathan Hasford;

Mixing customer ingratiation into evaluation: How service providers judge and evaluate rideshare experiences

Abstract

AbstractWhereas consumer satisfaction is critical for the success of services, we research how providers evaluate customers in the sharing economy represented by the rideshare marketplace. We examine anticipated customer evaluation (ACE) as the underlying link and the provider's sense of power as a moderator for the relationship between customer ingratiation and provider evaluations. We first conducted a field pilot study and analyzed the content of rideshare trips described by drivers. Then, we tested the conceptual framework in four experiments that manipulated different rideshare customer behaviors (self‐presentation, other‐enhancement, and customer conformity). Our study contributes to the consumer research literature by examining provider evaluation and discovering the peer‐to‐peer (P2P) dynamic evaluation mechanisms that adopt a two‐way rating system.

Country
United States
Related Organizations
Keywords

Ridesharing, Urban transportation, Business

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    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    3
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
3
Top 10%
Average
Average
Green
hybrid