Research Spotlight
In her Ph.D. thesis, Dhrithi Mahadevan conceptualises and identifies specific drivers of customer experience for access-based services like Uber, AirBnB, Swiggy, Zomato etc. She uses her framework to investigate how the interactions between customers, platform and third-party providers affect the overall customer experience, which in turn affects the performance of both the third-party providers as well as the platform.