How Platforms Build Trust

5 Pages Posted: 7 Nov 2018

See all articles by Timm Teubner

Timm Teubner

TU Berlin

David Dann

Karlsruhe Institute of Technology

Date Written: 2018

Abstract

Two-sided platforms have gained increasing importance as a business model and research attention over the last couple of years. Examples in the consumer-to-consumer domain include platforms for accommodation sharing, shared mobility services, car sharing, resale, crowd-work, and many more. As these consumer-to-consumer business models rely on the realization of transactions among users, a central aspect to virtually all platforms is the maintenance of trust. While recent research has considered the effects of trust-building mechanisms on diverse platforms specifically, the overall platform landscape has received much less attention. Based on actual market data, this paper provides a cross-platform overview on the mechanisms that platform operators employ to build and maintain trust and examines how these mechanisms are actually being utilized by the platforms’ users.

Keywords: Platforms, Reputation, Trust, Two-Sided Markets, Signaling

Suggested Citation

Teubner, Timm and Dann, David, How Platforms Build Trust (2018). Available at SSRN: https://ssrn.com/abstract=3266472 or http://dx.doi.org/10.2139/ssrn.3266472

Timm Teubner (Contact Author)

TU Berlin ( email )

Einsteinufer 17
Berlin, 10587
Germany

David Dann

Karlsruhe Institute of Technology ( email )

Kaiserstraße 12
Karlsruhe, Baden Württemberg 76131
Germany

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