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“Happy Rides Are All Alike; Every Unhappy Ride Is Unhappy in Its Own Way”: Passengers’ Emotional Experiences While Using a Mobile Application for Ride-Sharing

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Book cover Information in Contemporary Society (iConference 2019)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 11420))

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Abstract

Ride-sharing is a rising approach that provides more convenience and flexibility for road users. Previous research has examined the process, existing forms, and matching algorithms of real-time dynamic ride-sharing technology, but we know little about how users feel when they use a ride-sharing application. In this paper, we describe a study that investigates passengers’ emotional experiences when using a ride-sharing application and examines factors related to passengers’ emotional experiences. We conducted a survey with 1,129 users of a major ride-sharing app from four cities in China. Results show that: (1) passengers feel more positive emotional experiences (75%) such as “satisfaction” (47%) than negative emotions; (2) negative emotional experiences (worry, disappointment, anger) differ from each other in causal agency, emotional outlet, and action tendency; (3) context of use, interaction, and user characteristics are related to passengers’ emotional experiences. The results provide some preliminary understanding of the passengers’ emotional experiences, and could be helpful to improve the design of such socio-technical solutions.

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Author information

Authors and Affiliations

  1. Department of Information Management, Peking University, Beijing, 100871, China

    Dedema & Pengyi Zhang

Authors
  1. Dedema
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  2. Pengyi Zhang
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Corresponding author

Correspondence to Pengyi Zhang .

Editor information

Editors and Affiliations

  1. University of South Florida, Tampa, FL, USA

    Natalie Greene Taylor

  2. University of Maryland, College Park, MD, USA

    Caitlin Christian-Lamb

  3. University of Washington, Seattle, WA, USA

    Michelle H. Martin

  4. University of California, Irvine, Irvine, CA, USA

    Bonnie Nardi

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Dedema, Zhang, P. (2019). “Happy Rides Are All Alike; Every Unhappy Ride Is Unhappy in Its Own Way”: Passengers’ Emotional Experiences While Using a Mobile Application for Ride-Sharing. In: Taylor, N., Christian-Lamb, C., Martin, M., Nardi, B. (eds) Information in Contemporary Society. iConference 2019. Lecture Notes in Computer Science(), vol 11420. Springer, Cham. https://doi.org/10.1007/978-3-030-15742-5_67

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  • DOI: https://doi.org/10.1007/978-3-030-15742-5_67

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-15741-8

  • Online ISBN: 978-3-030-15742-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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