Chris Snijders, Marcin Bober, and Uwe Matzat
Online Reputation in eBay Auctions: Damaging and Rebuilding Trustworthiness Through Feedback Comments from Buyers and Sellers
Abstract: Research on online reputation systems has shown that, in general, a higher reputation score increases trust in the seller in the sense that those with a higher reputation score get better prices for their goods (the “reputation premium”) and may be more likely to attract buyers (a higher probability of a sale). Likewise, negative feedback from buyers reduces trust in the seller. In this chapter, we analyze whether and how sellers who are confronted with negative feedback can rebuild trust by reacting appropriately. We also assess the monetary value of textual feedback, ...
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