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Conflict resolution vs. conflict escalation in online markets

Author

Listed:
  • Gary Bolton
  • Ben Greiner
  • Axel ockenfels

Abstract

Many online markets encourage traders to make good after an unsatisfactory transaction by offering the opportunity of withdrawing negative reputational feedback in a conflict resolution phase. Motivated by field evidence and guided by theoretical considerations, we use laboratory markets with two-sided moral hazard to show that this option, contrary to the intended purpose, produces an escalation of conflict in the form of strategically distorted reputation information and less trust and trustworthiness in the trading phase. The detrimental impact is mitigated by buyers who refuse to give feedback strategically, even when it comes at a cost to themselves. It is also mitigated in markets with one-sided moral hazard.

Suggested Citation

  • Gary Bolton & Ben Greiner & Axel ockenfels, 2015. "Conflict resolution vs. conflict escalation in online markets," Discussion Papers 2015-19, School of Economics, The University of New South Wales.
    • Handle: RePEc:swe:wpaper:2015-19
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    File URL: http://research.economics.unsw.edu.au/RePEc/papers/2015-19.pdf
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    References listed on IDEAS

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    More about this item

    Keywords

    conflict resolution system; market design; reputation; trust; reciprocity;
    All these keywords.

    JEL classification:

    • C73 - Mathematical and Quantitative Methods - - Game Theory and Bargaining Theory - - - Stochastic and Dynamic Games; Evolutionary Games
    • C9 - Mathematical and Quantitative Methods - - Design of Experiments
    • D02 - Microeconomics - - General - - - Institutions: Design, Formation, Operations, and Impact
    • L14 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Transactional Relationships; Contracts and Reputation

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