The Influence of Relational Benefits toward Customer Loyalty and Word-of-Mouth in Sharing Economy Services: Using Uber in Hong Kong and Taiwan as an example

• Main Authors: Ka-Chun Leung, 梁嘉俊
• Other Authors: Chien-Ta Bruce Ho
• Format: Others
• Language: en_US
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/f35rcx

碩士 === 國立中興大學 === 科技管理研究所 === 106 === Nowadays, lots of sharing economy platform or company appears in our daily life. Some of them were provide transportation services (Uber), or some of them were provide an accommodation services (Airbnb) or more than we can see. People know relational benefits theory (Gwinner et al. 1998; Hennig-Thurau et al., 2002) at the pass that confidence benefits, social benefits and special treatment benefits effected to satisfaction and commitment, then effected to the customer loyalty and Word-Of-Mouth (WOM). Relational benefits theory used on services industry at the pass. There were few related relational benefits theory in recent years, this study focused on the relational benefits in sharing economy. This study proved that theory which also suitable in sharing economy. This study, compare Uber service in Hong Kong and Taiwan which have received 193 effective questionnaires, and used PLS to analysis. It were unsatisfactory to sample collection, because of this survey focused on the user who used Uber services. Our result were not same as the pass research, confidence benefits, social benefits and special treatment benefits were not significant to customer loyalty in sharing economy, the detail shown in the research. This study used the original relational benefits conceptual model to analysis the sharing economy service company at the first time. This research might help the future researcher and people who want to have entrepreneur in related development.