Identifying the key success factors of F&B sharing services: new insights from a multiple-phase decision-making model

Abstract

PurposeIn the tide of the sharing economy, food and beverage sharing services (FBSS) are gradually drawing public attention. Many comments about FBSS are posted and discussed online, and this information may suggest the key factors in the operation of FBSS. This study aims to identify the key success factors (KSFs) of FBSS from online communities and media, potential consumers, customers and experts.Design/methodology/approachThis study utilizes Internet big data analytics (IBDA) to identify the key FBSS factors and then examines the KSFs of FBSS through conducting an analysis of the importance of key factors for potential consumers, confirmatory factor analysis of customer satisfaction of key factors, multiple regression analysis of customer satisfaction of key factors influencing the customers' intentions to continue participating in FBSS and a decision-making trial and evaluation laboratory of experts' opinions.FindingsThe results showed that the 15 key FBSS factors through IBDA were screened out. Among them, four KSFs that influence the operation of FBSS were identified. These four KSFs are discussed in detail in the text.Originality/valueThe findings of this study provide references for FBSS providers in the future to enhance customer value, service quality and business competitive advantages of FBSS.