Figure 2
The figure presents a conceptual framework that shows a dashed rectangle titled “BOUNDARY CONDITIONS” on the left. Inside it, two headings appear: “Type of platform” with the sub-description “Connector versus supporter”, and “Individual characteristics”, under which four bullet points are listed: “Demographic characteristics”, “Personality traits”, “Previous experience”, and “Level of involvement with an offering”. From this rectangle, three arrows extend right and point to a large rectangle. At the top of the large rectangle, three adjacent tabs labeled “PRE-PURCHASE”, “PURCHASE”, and “POST-PURCHASE” span the width of the rectangle from left to right. Inside the large rectangle at teh top, a long horizontal box contains the heading “Stimuli under different actors' control ellipsis”. One of the arrows from the “BOUNDARY CONDITIONS” points to this box. Inside this box, five smaller text boxes appear in a horizontal sequence. Each rectangle contains one label, labeled from left to right as follows: “Platform”, “Counterpart”, “Other consumers”, “Partner”, and “External”, with cross symbols between them. A downward arrow labeled “trigger ellipsis” connects these stimuli to a large central box titled “UNCERTAINTY EXPERIENCE”. This central box contains two side-by-side text boxes inside a rectangle. The left text box is labeled “Feeling of not knowing about”. The right text box is labeled “Customer experience”, and immediately beside it, a vertical double-headed arrow is shown with a label that reads “Dimension Valence Intensity”. Between these two texts, a plus sign is shown. Beneath these two rectangles, 3 crossed arrows indicate that uncertainty labeled as “directed at ellipsis” points to 5 text boxes arranged horizontally inside a rectangle box and labeled from left to right as follows: “Oneself”, “Offering”, “Counterpart”, “Platform”, and “Partners”, followed by a vertically double-headed arrow labeled “Specificity”. The second arrow from “BOUNDARY CONDITIONS” points to this “UNCERTAINTY EXPERIENCE” box. A downward arrow labeled “influences ellipsis” leads from the “UNCERTAINTY EXPERIENCE” box to a lower rectangular section labeled “Strategies to manage uncertainty”. This section contains four horizontally arranged boxes labeled from left to right as follows: “Information search”, “Anticipation and precaution”, “Avoidance”, and “Acceptance”. An upward arrow labeled “Can promote the encounter of new stimuli ellipsis” arises from this “Strategies to manage uncertainty” box and points to the “Stimuli under different actors' control ellipsis”.Uncertainty experience in platform services