The Degradation of Access-Based Business Models: Customer Misbehavior and Shared Mobility

A. Camacho, C. Valor

Business Strategy and the Environment

Summary:

Access-based services are considered one of the strategies to embed sustainability in business models. Yet, because the evolution of these business models has been overlooked, we do not know whether their promise to create triple value is sustained. Against this backdrop, we studied how the business model of 10 shared mobility operators changed and its consequences on the formation of social, environmental, and economic value. Findings show that the evolution is the result of intertwined changes in consumer misbehavior and vandalism, industry lifecycle, shareholders' priorities, technological advancements, and regulatory shifts. We identify two overarching processes that explain why the operators ceased to maintain a balance in the creation of triple value: progressive focus on financial viability and a growing prioritization of a smaller and wealthier segment of customers. These processes degraded the original goal of providing green, affordable, and accessible mobility for all.

 

Spanish layman's summary:

Este estudio analiza cómo el mal comportamiento de los clientes deteriora los modelos de negocio de car sharing y qué pueden hacer las empresas para prevenirlo.

English layman's summary:

This study examines how customer misbehavior contributes to the degradation of access-based business models, such as carsharing and what firms can do to prevent and manage misuse.

Keywords: business model | customer misbehavior | process | shared mobility | sustainability | vandalism

JCR-JIF Impact Factor and WoS quartile: 13,200 - Q1 (2025)

DOI reference: https://doi.org/10.1002/bse.70580

In press: February 2026.

Citation:
A. Camacho, C. Valor, "The Degradation of Access-Based Business Models: Customer Misbehavior and Shared Mobility", Business Strategy and the Environment, doi: 10.1002/bse.70580