Abstract

Technical advances such as sensors and open data have enabled service integrators to offer smarter service packages. Door-to-door (D2D) mobility integrators now promise to provide smart (i.e., highly individualized, dynamic, and context-aware) services by packaging component mobility services pro-vided by independent mobility providers, such as bus, car-sharing and train companies. However, this business model has inherent conflicts. This research proposes a role framework for smart D2D mobility integrators and analyses intra-role conflicts to explain the low cooperation rate among public transport companies with D2D mobility integrators. Drawing on intermediary literature and role conflict theory, this study identifies how intra-role conflicts between D2D mobility integrators and transport and tariff associations (TTAs), the re-gional representations of public transport companies, lead to non-cooperation. Our empirical results from the German mobility sector show strong intra-role conflicts within the logis-tical and customization role. Especially the TTAs’ desire to provide D2D mobility themselves negative-ly influence their willingness to cooperate.