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- W3121573011 endingPage "276" @default.
- W3121573011 startingPage "260" @default.
- W3121573011 abstract "Abstract Consumers often search for and compare the online and offline performance of businesses, indicated by consumer ratings, before they make purchases. In this study, using empirical evidence from the restaurant industry, we examine the impact of consumer rating discrepancy between online and offline channels on online demand. We find that channel rating discrepancy for overall performance, products, and services negatively affects online demand. In addition, higher prices amplify the negative effect of channel rating discrepancy on consumer online purchase behavior. The negative discrepancy effect has heterogeneity that depends on the business's properties (i.e., chain vs. independent). Our findings suggest that companies should take an integrated approach to make cross‐channel performance consistent. With consistent performance, companies can have a better overall performance that will attract consumer demand." @default.
- W3121573011 created "2021-02-01" @default.
- W3121573011 creator A5043502995 @default.
- W3121573011 creator A5084138424 @default.
- W3121573011 creator A5086475089 @default.
- W3121573011 date "2021-01-28" @default.
- W3121573011 modified "2023-10-16" @default.
- W3121573011 title "Should businesses keep consistent performance between channels? Empirical evidence from the impact of rating discrepancy on demand" @default.
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