Trust and the don't-want-to-complain bias in peer-to-peer platform markets
dc.contributor.author | Berg, Lisbet | |
dc.contributor.author | Slettemeås, Dag | |
dc.contributor.author | Kjørstad, Ingrid | |
dc.contributor.author | Rosenberg, Thea Grav | |
dc.date.accessioned | 2020-01-27T13:58:50Z | |
dc.date.accessioned | 2020-04-17T22:25:52Z | |
dc.date.available | 2020-01-27T13:58:50Z | |
dc.date.available | 2020-04-17T22:25:52Z | |
dc.date.issued | 2020-01-04 | |
dc.identifier.citation | Berg L, Slettemeås D, Kjørstad I, Rosenberg TG. Trust and the don't-want-to-complain bias in peer-to-peer platform markets. International Journal of Consumer Studies. 2020:1-12 | en |
dc.identifier.issn | 1470-6423 | |
dc.identifier.issn | 1470-6423 | |
dc.identifier.issn | 1470-6431 | |
dc.identifier.uri | https://hdl.handle.net/10642/8454 | |
dc.description.abstract | This paper addresses peer‐to‐peer (P2P) digital platform markets, often associated with the “sharing economy” or the “collaborative economy”. Such digital platforms, facilitating new purchasing channels for consumers by matching P2P supply and demand, can be considered new market places challenging the conventional markets. How are P2P platform markets evaluated by the consumers? Based on a comprehensive survey‐data material, five different P2P service markets are considered by peer buyers and the results compared to consumers’ evaluations from similar conventional service markets according to trust, comparability and consumers’ satisfaction with the transactions. Comparability seems to be one advantage for the platform markets, while trust could become a problem. Conditions for trust in P2P platform markets is particularly interesting to study because contrary to conventional markets P2P transactions cannot rely on governmental laws, regulations and security net. This trust problem has been solved by a trust‐generating rate and review system. Our data material, however, distinguishes a mechanism that we have coined as the don't‐want‐to‐complain bias. More precisely, people do not like to complain, hence buyers of P2P services often hesitate to give negative ratings when they are discontent with a service or a supplier. Therefore, positive ratings become overestimated. If consumers recognize this bias, ratings and reviews will lose credibility and no longer be considered trustworthy. Eventually, this may threaten the well‐functioning of P2P markets. | en |
dc.description.sponsorship | Norwegian Ministry of Children and Families | en |
dc.language.iso | en | en |
dc.publisher | Wiley | en |
dc.relation.ispartofseries | International Journal of Consumer Studies;Volume 44, Issue 3, May 2020 | |
dc.rights | This is an open access article under the terms of the Creative Commons Attribution-NonCommercial License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited and is not used for commercial purposes. | en |
dc.rights.uri | https://creativecommons.org/licenses/by-nc/4.0/ | |
dc.subject | Consumer trust | en |
dc.subject | P2P platform markets | en |
dc.subject | Platform economies | en |
dc.subject | Rating systems | en |
dc.subject | Review systems | en |
dc.subject | Sharing economies | en |
dc.title | Trust and the don't-want-to-complain bias in peer-to-peer platform markets | en |
dc.type | Journal article | en |
dc.type | Peer reviewed | en |
dc.date.updated | 2020-01-27T13:58:50Z | |
dc.description.version | publishedVersion | en |
dc.identifier.doi | https://dx.doi.org/10.1111/ijcs.12561 | |
dc.identifier.cristin | 1783265 | |
dc.source.journal | International Journal of Consumer Studies |
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