University of Twente Student Theses


Explaining performance appraisal by customers in the platform economy : the role of quality and cost

Schoenmakers, E. A. (2018) Explaining performance appraisal by customers in the platform economy : the role of quality and cost.

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Abstract:Performance appraisal has proven to be an important human resource management tool for the motivation of employees and the increase of performance levels within an organization. In a traditional economy, employees receive this from multiple channels such as the supervisor, colleagues and customers. However, with the emergence of the online platform economy, platforms such as Airbnb and Uber, where the employees are independent workers, there is solely one source for this performance appraisal: the customers. This comes from the customers in the form of customer feedback provision. Customer feedback provision descends from the positive or negative feeling the customer experiences when their expectations of the product or service meets with the aspects of the marketing tool service value: the quality or cost of the product or service. Every customer fluctuates in how they perceive the quality and cost of the product or service. In this paper I will explain the fluctuations through the regulatory focus theory. My research is based upon the online platform Airbnb and I have made use of a survey for my data collection to test whether quality and cost have a relationship with customer feedback provision and how the regulatory focus theory effects this relationship. My research has shown interesting findings such as quality having a linear relationship with customer feedback provision, whilst cost and the regulatory focus do not have any relationship with customer feedback provision. Additionally, customers are more likely to provide feedback when they perceive that providing feedback on the online platform economy is a duty they must fulfill.
Item Type:Essay (Bachelor)
Unknown organization, Nederland
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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