Online Reviews Matter: How Can Platforms Benefit from Online Reviews?

Du, Xueke; Dong, Rui; Li, Wenli; Jia, Yibo; Chen, Lirong

doi:10.3390/su11226289

Cited by 7 publications

(3 citation statements)

References 42 publications

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“…Generally, online reviews are acknowledged as available, trustworthy, and secure by both travelers and scholars [59,60]. In the eyes of executives, using online reviews has advantages such as collecting customer feedback in an economical and rapid way [58,61,62]. Scholars formerly investigated online reviews to find the key elements of tourists' general perception in different domains of hospitality.…”

Section: Role Of Web Reviews In Service Quality Studiesmentioning

confidence: 99%

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

2020

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This paper examines the main elements of online reviews left by popular cruise ships’ travelers. The eight most popular cruise ships were selected. We aimed to pinpoint the service quality experiential perceptions of cruise travelers regarding their higher or lower value for money ratings. Leximancer 4.5 software was used to derive the linkage and co-occurrence between service concepts in the online narratives of 2000 guests from Cruisecritic.com. The evaluation showed 10 areas addressed by the descriptions of the cruise’s perceived quality. These are “ship,” “staff,” “food,” “entertainment,” “room,” “area,” “embarkation,” “excursion” “disembarkation,” and “port.” Furthermore, the results highlight themes like “ship,” “staff,” “food,” “entertainment,” “room,” and “area” as belonging to the high-satisfaction group (excellent/very good), while “embarkation,” “disembarkation,” “excursion,” and “port” belong to the low-satisfaction group (poor/terrible). The study offers useful insights into cruise travelers’ general perceived experience according to user-generated content, and enables the identification of the main themes associated with different satisfaction groups.

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Section: Role Of Web Reviews In Service Quality Studiesmentioning

confidence: 99%

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

2020

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“…The quickly developing, large-scale, multi-user OFD platforms serve to directly connect numerous dispersed food producers and operators with millions upon millions of consumers. However, because OFD transactions are characterized by virtuality, invisibility, and complexity, OFD platforms can increase information asymmetries ( Du et al, 2019 ), bringing new concerns to governments’ traditional food regulatory system and new challenges to the traditional reputation-based market governance mechanism. Simultaneous government and market failures may occur in OFD food safety risk governance ( Zhang, 2021 ), which infringes consumers’ right to health.…”

Section: Introductionmentioning

confidence: 99%

Study on effect of collaborative governance participation willingness of online food delivery platform restaurants and consumers from perspective of control theory: Based on moderating effects of perceived risks

Dai

Qin²,

Wu³

2023

Front. Psychol.

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The popularization of the Internet and the convenience of e-commerce are driving the online restaurant industry’s rapid development of worldwide. However, serious information asymmetries in online food delivery (OFD) transactions not only aggravate food safety risks, resulting in simultaneous government and market failures, but also intensify consumers’ perceived risks. This paper innovatively constructs a research framework for the governance participation willingness of OFD platform restaurants and consumers under the moderating effects of perceived risks from the perspective of control theory and then develops scales for analyzing the governance willingness of both restaurants and consumers. Using data collected through a survey, this paper explores the effect of control elements on governance participation by restaurants and consumers and analyzes the moderating effects of perceived food safety risks. Results showed that both government regulations and restaurant reputation (formal control elements) and online complaints and restaurant management response (informal control elements) can increase governance participation willingness among both platform restaurants and consumers. The moderating effects of perceived risks are partially significant. When the risks perceived by restaurants and consumers are strong, government regulation and online complaints can more effectively boost the governance participation willingness of restaurants and consumers, respectively. At this moment, consumers’ willingness to pursue problem solving through online complaints is evidently enhanced. Accordingly, the perceived risks and the online complaints jointly motivate restaurants and consumers to participate in governance activities.

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“…More seriously, the platforms may hinder the effective flow of real food safety information between the platforms and government regulators. There is high information asymmetry among platforms, food producers and traders, consumers, and the government (Du et al, 2019 ), which makes government regulation more difficult. Thus, all these factors mean that great safety risks exist in online food delivery (Zhang, 2021 ).…”

Section: Introductionmentioning

confidence: 99%

The impact of capitalist profit-seeking behavior by online food delivery platforms on food safety risks and government regulation strategies

Dai

2023

Humanit Soc Sci Commun

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Capital monopolized platforms that have emerged based on the new “Internet Plus” economic form will undoubtedly distort market competition. Taking the Meituan online food delivery platform in China as an example, this study (1) investigates the game of interests between the platform and restaurants and the resulting impact on food safety risks, and (2) explores the interactions among government regulations, platform profit strategy, and restaurant behavior. An evolutionary game model between the capital-monopolized online food delivery platform and the restaurants was developed with an optional promotion fee and government regulation level as variables. Analysis of four equilibrium situations derived from the evolutionary game model showed that the platform always pursued high overall profit in every equilibrium situation. This capitalist profit-seeking behavior will most likely reduce the profit margins and even the survival space of restaurants on the platform, forcing them to engage in opportunistic behavior and illegal production, thereby resulting in increased food safety risks in online food delivery and consequently increased government regulation costs. Although increased government regulation can change the production strategy of restaurants, it cannot change the platform’s capitalist profit-seeking behavior. The platform’s overall payoff is not reduced due to increased regulation, which once again proves the profit-seeking nature of capital. The strategy of low commissions but high promotion fees may require greater government regulation to restrain the opportunistic behavior of restaurants. Therefore, the Chinese government regulators can achieve a win-win situation of improved government regulation efficiency and reduced regulation costs by designing new regulatory strategies that do not reduce the platform’s overall payoff.

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Online Reviews Matter: How Can Platforms Benefit from Online Reviews?

Cited by 7 publications

References 42 publications

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

Study on effect of collaborative governance participation willingness of online food delivery platform restaurants and consumers from perspective of control theory: Based on moderating effects of perceived risks

The impact of capitalist profit-seeking behavior by online food delivery platforms on food safety risks and government regulation strategies

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