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

dc.contributor.author Frey, Alexander
dc.contributor.author Trenz, Manuel
dc.contributor.author Tan, Chee-Wee
dc.contributor.author Veit, Daniel
dc.date.accessioned 2017-12-28T00:38:54Z
dc.date.available 2017-12-28T00:38:54Z
dc.date.issued 2018-01-03
dc.description.abstract 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.
dc.format.extent 10 pages
dc.identifier.doi 10.24251/HICSS.2018.080
dc.identifier.isbn 978-0-9981331-1-9
dc.identifier.uri http://hdl.handle.net/10125/49967
dc.language.iso eng
dc.relation.ispartof Proceedings of the 51st Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject The Sharing Economy
dc.subject Rapport, Sharing Economy, Uncertainty, User behavior
dc.title On Rapport Uncertainty in the Sharing Economy - Extending the Categories of Uncertainty
dc.type Conference Paper
dc.type.dcmi Text
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