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Durham University

Research & business

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Publication details

Zuo, W. Zhu, W., Chen, S. & He, X. (2020). A 2020 perspective on “Service quality management of online car-hailing based on PCN in the sharing economy". Electronic Commerce Research and Applications 40: 100941.

Author(s) from Durham


Current studies reveal that the sharing economy has faced new barriers and issues in its development context, such as trust and privacy issues. By integrating theories of sharing economy and service science, in our past work, we explored how to deal with the service issues of online car-hailing based on process chain network (PCN). We also explored services in the sharing economy on three different levels: personal behavior, platform service and government regulation. With service-dominant logic replacing product-dominant logic, we suggest that research in the sharing economy and e-commerce calls for further systematical application of important service science theories and should make use of emerging technologies to develop new research methods.