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- W4285585114 endingPage "104622" @default.
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- W4285585114 abstract "Customer-to-customer (C2C) interactions can be realised through other customers’ responses (OCRs) in the online review system. However, the externality of such interactions has not been clearly understood. We address this deficiency by exploring the effects of OCRs on subsequent review volume. Drawing on social learning theory and reinforcement theory, we hypothesise that OCRs have positive effects on subsequent review volume through the visibility mechanism. We verify this hypothesis by matching restaurants across two online platforms using a difference-in-differences strategy. The results show that restaurants with OCRs show an average increase of 5.286 reviews per month, but the effect fades if subsequent customers have not observed OCRs in the last five review pages. We further validate the visibility mechanism and conduct robustness checks by examining review heterogeneity and performing within-platform analysis. Our findings highlight the importance of C2C interactions and provide implications for the design and management of online review systems." @default.
- W4285585114 created "2022-07-16" @default.
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- W4285585114 date "2022-12-01" @default.
- W4285585114 modified "2023-10-13" @default.
- W4285585114 title "C2C interaction in the online review system: Effect of other customers’ responses on subsequent review volume" @default.
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- W4285585114 doi "https://doi.org/10.1016/j.tourman.2022.104622" @default.
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