On Rapport Uncertainty in the Sharing Economy: Extending the Categories of Uncertainty

Alexander Frey, Manuel Trenz, Chee-Wee Tan, Daniel Veit

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Abstrakt

Sharing Economy platforms enable a close physical interaction among strangers by mediating goods and services owned or provided by individuals. This close physical interaction is an inherent part of the service experience, is highly individual and thus can hardly be evaluated beforehand. This gives rise to a novel type of service uncertainty that we term as rapport uncertainty. Building on the hierarchical decomposition of service quality, we construct an uncertainty model that encompasses three uncertainty categories consumers face when sharing a resource: rapport, technical, and environment uncertainty. Our empirical study in a ride sharing context reveals that rapport uncertainty differs from other categories of uncertainty and significantly reduces the intention to transact with a service provider. Our findings illustrate how the concept of uncertainty must be extended to reflect the nature of shared service experiences. We suggest that owners of these platforms should actively manage this aspect through platform design.
OriginalsprogEngelsk
TitelProceedings of the 51st Hawaii International Conference on System Sciences 2018
Antal sider10
UdgivelsesstedHonolulu
ForlagHawaii International Conference on System Sciences (HICSS)
Publikationsdato2018
Sider626-635
ISBN (Trykt)9780998133119
StatusUdgivet - 2018
BegivenhedThe 51st Hawaii International Conference on System Sciences. HICSS 2018 - Waikoloa Village, USA
Varighed: 3 jan. 20186 jan. 2018
Konferencens nummer: 51
http://www.urbanccd.org/events/2018/1/3/hawaii-international-conference-on-system-sciences-hicss-51

Konference

KonferenceThe 51st Hawaii International Conference on System Sciences. HICSS 2018
Nummer51
LandUSA
ByWaikoloa Village
Periode03/01/201806/01/2018
Internetadresse
NavnProceedings of the Annual Hawaii International Conference on System Sciences
ISSN1060-3425

Emneord

  • Rapport
  • Sharing economy
  • Uncertainty
  • User behavior

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