A two-way satisfaction model for sharing economy

Abstract

Customer satisfaction has been gaining the attention of researchers hoping to develop a model that integrates different constructs to achieve the satisfaction that leads to customer loyalty. Under the sharing economy paradigm, satisfaction is vital to the development of this disruptive business model. Trust between the consumer and the supplier allows its collaboration, and digital platforms connect the consumer with the supplier by creating a framework of trust around transactions. Producer satisfaction is as important as consumer satisfaction; however, it has not had the necessary attention— hence the need and motivation to develop a two-way review system. Based on the American Customer Satisfaction Index, we propose a cause-effect model for the consumer and supplier, connected by the common trust construct. Based on the literature review and choice of relevant publications, we define a conceptual model that will allow the development of a two-way satisfaction model to serve as a contribution to future satisfaction studies in the sharing economy.