Tell me what you want: Disentangling the impact of service specification option repertoires on service performance in gig economy

Shaoxiong Fu, Yuting Jiang, Zhao Cai, Fei Liu, Eric T.K. Lim, Chee Wee Tan

    Research output: Chapter in Book/Conference proceedingConference contributionpeer-review

    Abstract

    Confronted with an increasingly competitive landscape for credence services in the gig economy, workers on gig economy platforms are compelled to compete by configuring the service specification options on such platforms to enhance the visibility of their gig offerings. Motivated by a dearth of research on the effects of discrete configurations of service specification options on service quality and sales, this study builds on competitive repertoire theory to advance a research model that seeks to unveil how the volume, complexity, and heterogeneity of service specification option repertoires affect service quality and sales. We empirically validate our hypotheses with a dataset comprising 3,307 lifestyle-themed credence services from Fiverr, one of the largest e-marketplaces for gig economy in the world. We discover that repertoire volume is positively associated with both service quality and sales whereas repertoire complexity is only positively associated with service quality. Repertoire heterogeneity, on the other hand, is neither associated with service quality nor with sales.

    Original languageEnglish
    Title of host publicationProceedings of the 53rd Annual Hawaii International Conference on System Sciences, HICSS 2020
    EditorsTung X. Bui
    PublisherIEEE Computer Society
    Pages867-876
    Number of pages10
    ISBN (Electronic)9780998133133
    Publication statusPublished - 2020
    Event53rd Annual Hawaii International Conference on System Sciences, HICSS 2020 - Maui, United States
    Duration: 7 Jan 202010 Jan 2020

    Publication series

    NameProceedings of the Annual Hawaii International Conference on System Sciences
    Volume2020-January
    ISSN (Print)1530-1605

    Conference

    Conference53rd Annual Hawaii International Conference on System Sciences, HICSS 2020
    Country/TerritoryUnited States
    CityMaui
    Period7/01/2010/01/20

    ASJC Scopus subject areas

    • Engineering (all)

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