Research On The Relationship Between Service Expectation And Customer Participation In Sharing Economy

With the development of the sharing economy,the concept of "collaborative consumption" is deeply rooted in the hearts of the people.More and more consumers are involved in the production and delivery of services.As to enterprise operation,how to encourage consumers to participate in the service process actively is a new topic.The purpose of this study is to discusses the relationship between consumer participation and service expectation through a large number of literatures then provide service operation and value co-creation strategy for enterprises.The main contents of this paper include:(1)Research on the relationship between service expectation and consumer.Firstly,this paper discusses the relationship between service expectation and consumer participation through the collation of a large number of literature;then describe the relational model between service expectation and consumer participation based on the theory of utility and preference and the theory of Prospect theory.This paper put forward the experimental hypothesis: discuss the effect of ?WE? on consumption participation in various dimensions when ?WE? falls the below zone of tolerance;discuss the effect of ?WE? on consumption participation in various dimensions when ?WE? falls above the zone of tolerance;discuss the effect of ?WE? on consumption participation in various dimensions when ?WE? falls into the zone of tolerance.(2)Design experiment scene and scale.This paper focus on the Experimental scenarios and Scale design of car service industry under the sharing economy,we discuss the service expectation and consumer participation scale of the car service industry based on the conclusion of large numbers of literature and made test of it.(3)Collect and analyze the experimental data.Collect and analyze the data as followed: factor analysis,correlation analysis,regression analysis.Explain the results of the different experiment,then make a suggestion for enterprise service operation management.Result shows that:“WE” is negative correlated to consumer participation when“WE”falls below the zone of tolerance;“WE” is positive correlated to consumer participation when“WE”falls above the zone of tolerance;“WE” is not significantly related to consumer participation when “WE”falls in the zone of tolerance.The consumer participation is stronger when “WE”falls below the zone of tolerance than it falls above the zone of tolerance..