【摘 要】
：
The network car platform has become an indispensable component of modern society by bringing together and connecting bilateral users to create a mutually beneficial and win-win platform ecosystem.Howe
【机 构】
：
Guizhou University of Finance and Economics,School of Business,Guiyang;Guilin University of Technolo
【出 处】
：
华人学者营销协会,上海财经大学商学院,上海市市场学会
论文部分内容阅读
The network car platform has become an indispensable component of modern society by bringing together and connecting bilateral users to create a mutually beneficial and win-win platform ecosystem.However,the frequent service failure by network car has brought great challenges to the platform.This study investigates the service failure spillover problem under the customerplatform-server ternary network relationship paradigm for the first time,and systematically reveals the service failure spillover effect and its characteristics.The specific research includes two scenario experiments and a questionnaire survey.On the whole,the data analysis reveals the universal spillover effect with both cognitive rationality and emotional elements.In addition,the type of network vehicle and the cause of service failure affect the degree of service failure spillover,and the driverplatform relationship perceived by passengers has a significant correlation with service failure spillover,that is,if the passengers think that the driver is affiliated to the platform,the spillover effect is stronger.
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