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dc.contributor.authorBerg, Lisbet
dc.contributor.authorSlettemeås, Dag
dc.contributor.authorKjørstad, Ingrid
dc.contributor.authorRosenberg, Thea Grav
dc.date.accessioned2020-01-27T13:58:50Z
dc.date.accessioned2020-04-17T22:25:52Z
dc.date.available2020-01-27T13:58:50Z
dc.date.available2020-04-17T22:25:52Z
dc.date.issued2020-01-04
dc.identifier.citationBerg 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. 2020:1-12en
dc.identifier.issn1470-6423
dc.identifier.issn1470-6423
dc.identifier.issn1470-6431
dc.identifier.urihttps://hdl.handle.net/10642/8454
dc.description.abstractThis 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.sponsorshipNorwegian Ministry of Children and Familiesen
dc.language.isoenen
dc.publisherWileyen
dc.relation.ispartofseriesInternational Journal of Consumer Studies;Volume 44, Issue 3, May 2020
dc.rightsThis 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.urihttps://creativecommons.org/licenses/by-nc/4.0/
dc.subjectConsumer trusten
dc.subjectP2P platform marketsen
dc.subjectPlatform economiesen
dc.subjectRating systemsen
dc.subjectReview systemsen
dc.subjectSharing economiesen
dc.titleTrust and the don't-want-to-complain bias in peer-to-peer platform marketsen
dc.typeJournal articleen
dc.typePeer revieweden
dc.date.updated2020-01-27T13:58:50Z
dc.description.versionpublishedVersionen
dc.identifier.doihttps://dx.doi.org/10.1111/ijcs.12561
dc.identifier.cristin1783265
dc.source.journalInternational Journal of Consumer Studies


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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.
Med mindre annet er angitt, så er denne innførselen lisensiert som 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.