152018 20251017144609.0 doi 10.1108/JOSM-04-2024-0170 sideral 143360 ART-2025-143360 eng Pérez López, Raúl Universidad de Zaragoza (orcid)0000-0001-6441-2504 An experiential perspective on uncertainty in peer-to-peer platform services 2025 Access copy available to the general public Unrestricted Purpose 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. info:eu-repo/grantAgreement/ES/DGA/S54-20R-GENERES Group info:eu-repo/grantAgreement/ES/MICINN/PID2020-114874GB-I00 info:eu-repo/grantAgreement/ES/UZ/JIUZ-2020-SOC-09 info:eu-repo/semantics/openAccess by https://creativecommons.org/licenses/by/4.0/deed.es info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Yrjölä, Mika Becker, Larissa Panina, Ekaterina Saarijärvi, Hannu 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 36, 6 (2025), 29-52 Journal of Service Management Journal of Service Management 1757-5818 1346512 http://zaguan.unizar.es/record/152018/files/texto_completo.pdf Versión publicada 1761493 http://zaguan.unizar.es/record/152018/files/texto_completo.jpg?subformat=icon icon Versión publicada oai:zaguan.unizar.es:152018 articulos driver 2025-10-17-14:16:43 ARTICLE