User Satisfaction and Dissatisfaction in the App Sharing Economy: An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets

Research output: Chapter in Book/Report/Conference proceedingBook chapterResearchpeer-review

Abstract

There are a growing number of two-sided platforms providing innovative approaches to consuming fashion by means of sharing. However, the high failure rate of these entrepreneurial endeavours suggests that better knowledge of the barriers faced by these platforms is paramount. This chapter proposes a study of user satisfaction and dissatisfaction with mobile reselling and swapping platforms, which are conceptualized as being part of the sharing economy. By adopting the SERVQUAL measurement and extending it to mobile word-of-mouth user evaluations in app stores, this chapter identifies “app design”, “product portfolio”, “reliability”, and “structure” to constitute the key factors, which might promote or prevent interested users from adopting these new practices. By means of adopting content analysis on textual app reviews from the US iTunes app store, this chapter expands our understanding of the possibilities and pitfalls of working with this new form of naturally occurring data.
Original languageEnglish
Title of host publicationSustainability in Fashion : A Cradle to Upcycle Approach
EditorsClaudia E. Henninger, Panayiota J. Alevizou, Helen Goworek, Daniella Ryding
Place of PublicationCham
PublisherPalgrave Macmillan
Publication date2017
Pages217-244
Chapter11
ISBN (Print)9783319512525
ISBN (Electronic)9783319512532
DOIs
Publication statusPublished - 2017

Keywords

  • App reviews
  • Mobile word-of-mouth
  • Sharing economy
  • Sustainability
  • Two-sided markets
  • User satisfaction

Cite this

Netter, S. (2017). User Satisfaction and Dissatisfaction in the App Sharing Economy: An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets. In C. E. Henninger, P. J. Alevizou, H. Goworek, & D. Ryding (Eds.), Sustainability in Fashion: A Cradle to Upcycle Approach (pp. 217-244). Cham: Palgrave Macmillan. https://doi.org/10.1007/978-3-319-51253-2_11
Netter, Sarah. / User Satisfaction and Dissatisfaction in the App Sharing Economy : An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets. Sustainability in Fashion: A Cradle to Upcycle Approach. editor / Claudia E. Henninger ; Panayiota J. Alevizou ; Helen Goworek ; Daniella Ryding. Cham : Palgrave Macmillan, 2017. pp. 217-244
@inbook{a7f2742b63424a9b97fe2880ef58ec33,
title = "User Satisfaction and Dissatisfaction in the App Sharing Economy: An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets",
abstract = "There are a growing number of two-sided platforms providing innovative approaches to consuming fashion by means of sharing. However, the high failure rate of these entrepreneurial endeavours suggests that better knowledge of the barriers faced by these platforms is paramount. This chapter proposes a study of user satisfaction and dissatisfaction with mobile reselling and swapping platforms, which are conceptualized as being part of the sharing economy. By adopting the SERVQUAL measurement and extending it to mobile word-of-mouth user evaluations in app stores, this chapter identifies “app design”, “product portfolio”, “reliability”, and “structure” to constitute the key factors, which might promote or prevent interested users from adopting these new practices. By means of adopting content analysis on textual app reviews from the US iTunes app store, this chapter expands our understanding of the possibilities and pitfalls of working with this new form of naturally occurring data.",
keywords = "App reviews, Mobile word-of-mouth, Sharing economy, Sustainability, Two-sided markets, User satisfaction, App reviews, Mobile word-of-mouth, Sharing economy, Sustainability, Two-sided markets, User satisfaction",
author = "Sarah Netter",
year = "2017",
doi = "10.1007/978-3-319-51253-2_11",
language = "English",
isbn = "9783319512525",
pages = "217--244",
editor = "Henninger, {Claudia E.} and Alevizou, {Panayiota J.} and Helen Goworek and Daniella Ryding",
booktitle = "Sustainability in Fashion",
publisher = "Palgrave Macmillan",
address = "United Kingdom",

}

Netter, S 2017, User Satisfaction and Dissatisfaction in the App Sharing Economy: An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets. in CE Henninger, PJ Alevizou, H Goworek & D Ryding (eds), Sustainability in Fashion: A Cradle to Upcycle Approach. Palgrave Macmillan, Cham, pp. 217-244. https://doi.org/10.1007/978-3-319-51253-2_11

User Satisfaction and Dissatisfaction in the App Sharing Economy : An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets. / Netter, Sarah.

Sustainability in Fashion: A Cradle to Upcycle Approach. ed. / Claudia E. Henninger; Panayiota J. Alevizou; Helen Goworek; Daniella Ryding. Cham : Palgrave Macmillan, 2017. p. 217-244.

Research output: Chapter in Book/Report/Conference proceedingBook chapterResearchpeer-review

TY - CHAP

T1 - User Satisfaction and Dissatisfaction in the App Sharing Economy

T2 - An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets

AU - Netter, Sarah

PY - 2017

Y1 - 2017

N2 - There are a growing number of two-sided platforms providing innovative approaches to consuming fashion by means of sharing. However, the high failure rate of these entrepreneurial endeavours suggests that better knowledge of the barriers faced by these platforms is paramount. This chapter proposes a study of user satisfaction and dissatisfaction with mobile reselling and swapping platforms, which are conceptualized as being part of the sharing economy. By adopting the SERVQUAL measurement and extending it to mobile word-of-mouth user evaluations in app stores, this chapter identifies “app design”, “product portfolio”, “reliability”, and “structure” to constitute the key factors, which might promote or prevent interested users from adopting these new practices. By means of adopting content analysis on textual app reviews from the US iTunes app store, this chapter expands our understanding of the possibilities and pitfalls of working with this new form of naturally occurring data.

AB - There are a growing number of two-sided platforms providing innovative approaches to consuming fashion by means of sharing. However, the high failure rate of these entrepreneurial endeavours suggests that better knowledge of the barriers faced by these platforms is paramount. This chapter proposes a study of user satisfaction and dissatisfaction with mobile reselling and swapping platforms, which are conceptualized as being part of the sharing economy. By adopting the SERVQUAL measurement and extending it to mobile word-of-mouth user evaluations in app stores, this chapter identifies “app design”, “product portfolio”, “reliability”, and “structure” to constitute the key factors, which might promote or prevent interested users from adopting these new practices. By means of adopting content analysis on textual app reviews from the US iTunes app store, this chapter expands our understanding of the possibilities and pitfalls of working with this new form of naturally occurring data.

KW - App reviews

KW - Mobile word-of-mouth

KW - Sharing economy

KW - Sustainability

KW - Two-sided markets

KW - User satisfaction

KW - App reviews

KW - Mobile word-of-mouth

KW - Sharing economy

KW - Sustainability

KW - Two-sided markets

KW - User satisfaction

UR - https://primo.kb.dk/primo-explore/fulldisplay?docid=CBS01000773918&context=L&vid=CBS&search_scope=Blended&tab=default_tab&lang=da_DK

U2 - 10.1007/978-3-319-51253-2_11

DO - 10.1007/978-3-319-51253-2_11

M3 - Book chapter

SN - 9783319512525

SP - 217

EP - 244

BT - Sustainability in Fashion

A2 - Henninger, Claudia E.

A2 - Alevizou, Panayiota J.

A2 - Goworek, Helen

A2 - Ryding, Daniella

PB - Palgrave Macmillan

CY - Cham

ER -

Netter S. User Satisfaction and Dissatisfaction in the App Sharing Economy: An Investigation Into Two-sided Mobile Fashion Reselling and Swapping Markets. In Henninger CE, Alevizou PJ, Goworek H, Ryding D, editors, Sustainability in Fashion: A Cradle to Upcycle Approach. Cham: Palgrave Macmillan. 2017. p. 217-244 https://doi.org/10.1007/978-3-319-51253-2_11