A cross-sector exploration of the barriers to customer satisfaction in the sharing economy
Open accessAbstract
The relevance of the sharing economy model has attracted the academic interest, leading to distinct lines of inquiry. However, an empirical examination of the factors influencing customer satisfaction in the sharing economy context – regarded as the degree to which a customer is willing to recommend a purchased service – is yet to be conducted. We aim to fill this gap by examining the influence of some relevant barriers related to the adoption of sharing economy on customer satisfaction across diverse sectors. We conduct our analysis based on data from the Flash Eurobarometer 467. Results reveal differences in the barriers-customer satisfaction relationships across sectors. Lack of trust and confidentiality issues negatively affect customer satisfaction in all sectors, inadequate ICT infrastructure has a significant negative effect only in the accommodation sector, and the remaining barriers mainly have a negative influence in sectors as transport, accommodation, food-related services.
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Digital platforms in supply chain and logistics management: A systematic literature review
Kam, B., Ahsan, K., Deng, H., & Duan, S. X. (2026) · Transportation Research Part E Logistics and Transportation Review · doi:10.1016/j.tre.2026.104737 · Cited by 23 · see citing works
Promoting community resident support for private charging pile sharing: A micro survey
Shi, L., Guo, M., Lyu, X., & Li, S. (2025) · Transportation Research Part D Transport and Environment · doi:10.1016/j.trd.2025.104675 · Cited by 13 · see citing works
Market competition in the platform economy: new insights, integrative framework and research agenda
Zhan, Y., Kumar, A., Hosany, S., Xia, Y., Schoenherr, T., & Xia, L. (2025) · Journal of Business Research · doi:10.1016/j.jbusres.2025.115648 · Cited by 13 · see citing works
Champkins, M., & Bocken, N. M. P. (2025) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2025.145505 · Cited by 8 · see citing works
Carrillo, M. B. M., Pérez, M. S., Terán-Yépez, E., & López, N. R. (2025) · Management Review Quarterly · doi:10.1007/s11301-025-00509-5 · Cited by 6 · see citing works
Isalman, I. (2024) · Procuratio Jurnal Ilmiah Manajemen · doi:10.35145/procuratio.v12i3.4550 · Cited by 3 · see citing works
Space-sharing experiences in hospitality: a psychological needs perspective
Jo, E., Jiang, Y., Hsiao, A., & Reid, S. (2025) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-01-2025-0141
Kapoor, A. P., & Chaudhary, K. (2026) · Strategic Business Research · doi:10.1016/j.sbr.2026.100134
The Effect of Gamification Marketing and E-Service Quality on Access by KAI User Satisfaction
Serli, S., & Yusuf, Y. (2026) · Interdisciplinary Social Studies · doi:10.55324/iss.v5i4.1118
Wu, Y., & Ma, W. (2026) · Transportation Research Part E Logistics and Transportation Review · doi:10.1016/j.tre.2026.105299
- Authors
- Panniello, U., Natalicchio, A., Ardito, L., & Messeni Petruzzelli, A.
- Corresponding author
- Natalicchio, Angelo
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2024-10
- Volume
- 183
- Pages
- 114862
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W4401351454
- Cited by
- 8
- References
- 127
- Citations by year
- 2026: 3 · 2025: 5
- FWCI
- 3.69
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- Locations
- Journal of Business Research (publishedVersion, cc-by-nc-nd)
- RePEc: Research Papers in Economics (submittedVersion)
- Funders
- Ministero dell'Università e della Ricerca
- Ministero dell’Istruzione, dell’Università e della Ricerca (CUP - D93C23000100001)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Sharing Economy and Platforms
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- sharing economy, customer satisfaction, barriers to adoption, cross-sector comparison, trust, confidentiality, ICT infrastructure, accommodation services, transport services, food service, word-of-mouth recommendation
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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