000152018 001__ 152018
000152018 005__ 20250326144154.0
000152018 0247_ $$2doi$$a10.1108/JOSM-04-2024-0170
000152018 0248_ $$2sideral$$a143360
000152018 037__ $$aART-2025-143360
000152018 041__ $$aeng
000152018 100__ $$0(orcid)0000-0001-6441-2504$$aPérez López, Raúl$$uUniversidad de Zaragoza
000152018 245__ $$aAn experiential perspective on uncertainty in peer-to-peer platform services
000152018 260__ $$c2025
000152018 5060_ $$aAccess copy available to the general public$$fUnrestricted
000152018 5203_ $$aPurpose
The rapid growth of digital peer-to-peer (P2P) platforms has contributed to increased circular consumption characterized by high consumer uncertainty, which in turn affects consumer attitudes and behaviors. However, research has addressed uncertainty in platform services through a narrow conceptualization that neglects its experiential nature. Thus, this study develops an experiential perspective on uncertainty in platform services.
Design/methodology/approach
The authors collected data on consumers’ experiences with P2P platform services through focus groups and in-depth interviews. The data were interpreted by applying customer experience as a conceptual lens, following the principles of enabled theorizing and systematic combining.
Findings
The study conceptualizes “uncertainty” in P2P platforms through an experiential perspective, shedding light on its multidimensional and experiential nature, the diverse stimuli that trigger the uncertainty experience, and consumer’s strategies to manage it.
Originality/value
This research contributes to the literature on platform services and customer experience by offering an alternative experiential perspective to conceptualize uncertainty in P2P platforms, thus shedding light on several unaddressed aspects of this phenomenon.
000152018 536__ $$9info:eu-repo/grantAgreement/ES/DGA/S54-20R-GENERES Group$$9info:eu-repo/grantAgreement/ES/MICINN/PID2020-114874GB-I00$$9info:eu-repo/grantAgreement/ES/UZ/JIUZ-2020-SOC-09
000152018 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000152018 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000152018 700__ $$aYrjölä, Mika
000152018 700__ $$aBecker, Larissa
000152018 700__ $$aPanina, Ekaterina
000152018 700__ $$aSaarijärvi, Hannu
000152018 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000152018 773__ $$g36, 6 (2025), 29-52$$pJournal of Service Management$$tJournal of Service Management$$x1757-5818
000152018 8564_ $$s1346512$$uhttps://zaguan.unizar.es/record/152018/files/texto_completo.pdf$$yVersión publicada
000152018 8564_ $$s1761493$$uhttps://zaguan.unizar.es/record/152018/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000152018 909CO $$ooai:zaguan.unizar.es:152018$$particulos$$pdriver
000152018 951__ $$a2025-03-26-13:53:20
000152018 980__ $$aARTICLE