Measuring Psychological Effects of Peer-to-Peer Reputation Systems Involving In-Person Exchanges

Abstract

Reputation systems such as those used by peer-to-peer services have proven significant in helping companies better understand and manage their users. Seemingly the new credit scores for the digital economy, these personal rating systems have unexplored consequences on human psyche. Using a case study of Uber passengers and drivers, this study examines stress and control levels associated with personal rating scores. We found that while drivers indicated more difficult experiences in response to the control of their scores, passengers had issues with distress in relation to factors commonly associated with bias, such as age and ethnicity. Both groups exhibited lower perceptions of distress the more times they had used Uber. Overall, the use of peer-to-peer reputation systems can be improved to provide users a higher level of control and lower distress in response to ratings.