Trust dynamics in sharing economy services during a crisis: A comparison between Airbnb and Uber

Abstract

This study investigates trust dynamics in sharing economy services during the COVID-19 crisis, comparing Airbnb and Uber as prominent representatives of accommodation and transportation services in tourism. Guided by two research questions, the study first explores the antecedents and mechanisms of trust creation on these platforms and then examines how the global pandemic affected trust in these services. The findings reveal that structural assurance, privacy protection, and social influence (only for Uber) are key antecedents of trust. Trust, in turn, significantly influences perceived usefulness and the intention to use both platforms. The results also show that perceived risk, heightened by COVID-19 concerns, negatively moderates the relationship between trust and usage intention. Comparing the two platforms, Airbnb exhibited higher levels of structural assurance, perceived usefulness, social influence, and usage intentions than Uber. Theoretically, this study advances knowledge by integrating technology acceptance literature with trust-focused insights from tourism research. Practically, the findings guide sharing economy platforms in enhancing user trust and intention, particularly during crises.