Open Access

Manuel Trenz, Friedrich Chasin, Alexander Frey, Chee-Wee Tan, Daniel J. Veit

• Sharing economy platforms digitally connect strangers for later co-consumption of services like ride sharing or apartment sharing. In addition to efficiency gains, this is particularly relevant for the sustainable use of resources. While digital platforms have become efficient in building trust in third party providers, co-consumption service experiences require rapport between individuals—anSharing economy platforms digitally connect strangers for later co-consumption of services like ride sharing or apartment sharing. In addition to efficiency gains, this is particularly relevant for the sustainable use of resources. While digital platforms have become efficient in building trust in third party providers, co-consumption service experiences require rapport between individuals—an intersubjective fit between a client and a provider that cannot be ensured by guarantees or ratings in advance. Little is known about the role of uncertainty concerning rapport when brokering co consumption services and how platform design can cater to the need for rapport. This study therefore introduces rapport uncertainty as a two-dimensional construct consisting of interaction uncertainty and connection uncertainty and draws on service literature to derive a research model that captures the role of design features in mitigating rapport uncertainty. Our experimental study reveals that rapport uncertainty is a key determinant of platform use beyond technical and environmental uncertainties and demonstrates how platform design can reduce rapport uncertainty and facilitate transactions in co-consumption environments.…