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Bolstering ratings and reviews systems on multi-sided platforms: A co-creation perspective

Author

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  • Chan, Haksin
  • Yang, Morgan X.
  • Zeng, Kevin J.

Abstract

This research addresses an important platform governance issue, namely, the strategic design of ratings and reviews (R&R) systems to ensure a steady flow of buyer-generated product knowledge on multi-sided platforms (MSPs). Drawing on value co-creation and knowledge management research, this article advances a theoretical model that highlights how the R&R mechanism may be designed to facilitate the generation and sharing of high-quality product knowledge. Exploratory observations of a wide spectrum of MSPs reveal exemplary practices in line with the proposed model. Overall, this article contributes to MSP theory and practice by (1) conceptualizing MSPs as knowledge co-creating hubs (rather than information-aggregating repositories), (2) explicating three distinct knowledge co-creating processes on MSPs, and (3) identifying MSP practices that empower the co-creation of high-quality product knowledge.

Suggested Citation

  • Chan, Haksin & Yang, Morgan X. & Zeng, Kevin J., 2022. "Bolstering ratings and reviews systems on multi-sided platforms: A co-creation perspective," Journal of Business Research, Elsevier, vol. 139(C), pages 208-217.
    • Handle: RePEc:eee:jbrese:v:139:y:2022:i:c:p:208-217
    DOI: 10.1016/j.jbusres.2021.09.052
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