Differences in service design in the three experimental conditions based on Goldstein et al. (2002)
| Characteristics | Company | Private person | Community |
|---|---|---|---|
| People | Employees of company | One private person | Group of persons |
| Technology | Internet platform to register for car | Information via telephone to register for car | List in garage to register for car |
| Processes | Legal actions against undesirable customer behavior Changing conditions for borrowing the car are difficult Car is serviced by the company | Exclusion from car in case of undesirable customer behavior Changing conditions for borrowing the car are easy Car is serviced by the private person | Negative reaction from group in case of undesirable customer behavior Conditions for borrowing the car do not exist Car is serviced by each group member |
| Physical facilities | Not indicated | Not indicated | Garage in house |
| Equipment | Car | Car | Car |
| Outcomes | Driving car | Driving car | Driving car |
| Experiences | Journey with a functioning car No social interaction | Journey with a functioning car Social interaction with private person | Journey with a functioning car Social interaction with group of persons |
| Characteristics | Company | Private person | Community |
|---|---|---|---|
| Employees of company | One private person | Group of persons | |
| Internet platform to register for car | Information via telephone to register for car | List in garage to register for car | |
| Legal actions against undesirable customer behavior | Exclusion from car in case of undesirable customer behavior | Negative reaction from group in case of undesirable customer behavior | |
| Not indicated | Not indicated | Garage in house | |
| Car | Car | Car | |
| Driving car | Driving car | Driving car | |
| Journey with a functioning car | Journey with a functioning car | Journey with a functioning car |