Enhancing the perceived resilience of the road transportation system: Utilizing cues from ridesharing

•A mixed-methods approach is conducted to investigate the perceived resilience.•Information transparency, compensation and reward, and usage flexibility are cues.•Cues contribute to the perceived diagnosticity, trust, and perceived resilience.•Individuals’ trust positively impacts their perceived resilience.•Time urgency plays a crucial moderating role. Ridesharing plays a potential role in supporting transportation systems. However, the impact of service cues on individuals’ perceptions of transportation system resilience has yet to be fully examined. Building on cue utilization theory, this study adopted a mixed-methods approach to investigate the influence of congestion relief services provided by ridesharing platforms on individuals’ perceived resilience and trust in the road transportation system and the impact of passengers’ time urgency in this context. In Phase 1, semi-structured interviews were conducted to identify the cues derived from ridesharing platforms and those utilized by ridesharing users during the processes of calling and waiting for a ride. Subsequently, a research model and hypotheses were proposed. In Phase 2, path analysis was performed to validate the model. Results revealed that the intrinsic and extrinsic cues during the calling and waiting processes enhance individuals’ perceived diagnosticity, further promoting their trust and perceived resilience in the road transportation system. Moreover, as individuals’ trust in the road transportation system increases, their perceived resilience increases. Additionally, passengers’ time urgency negatively moderates the positive relationship between usage flexibility and perceived diagnosticity. Overall, this study enriches existing literature and provides practical implications for traffic management departments in mitigating uncertainty in the road transportation system.