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The Digitization of Word-of-Mouth: Promise and Challenges of Online Feedback

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  • Dellarocas, Chrysanthos

Abstract

Online feedback mechanisms harness the bi-directional communication capabilities of the Internet in order to engineer large-scale word-of-mouth networks. Best known so far as a technology for building trust and fostering cooperation in online marketplaces, such as eBay, these mechanisms are poised to have a much wider impact on organizations. Their growing popularity has potentially important implications for a wide range of management activities, such as brand building, customer acquisition and retention, product development, and quality assurance. This paper surveys our progress in understanding the new possibilities and challenges that these mechanisms represent. It discusses some important dimensions in which Internet-based feedback mechanisms differ from traditional word-of-mouth networks and surveys the most important issues related to their design, evaluation, and use. It provides an overview of relevant work in game theory and economics on the topic of reputation. It discusses how this body of work is being extended and combined with insights from computer science, management science, sociology, and psychology in order to take into consideration the special properties of online environments. Finally, it identifies opportunities that this new area presents for OR/MS research.

Suggested Citation

  • Dellarocas, Chrysanthos, 2004. "The Digitization of Word-of-Mouth: Promise and Challenges of Online Feedback," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    • Handle: RePEc:mit:sloanp:7346
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    File URL: http://hdl.handle.net/1721.1/7346
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    2. Bajari, Patrick & Hortacsu, Ali, 2003. "The Winner's Curse, Reserve Prices, and Endogenous Entry: Empirical Insights from eBay Auctions," RAND Journal of Economics, The RAND Corporation, vol. 34(2), pages 329-355, Summer.
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    6. Carl Shapiro, 1983. "Premiums for High Quality Products as Returns to Reputations," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 98(4), pages 659-679.
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    Cited by:

    1. Yi Cui & Jian Mou & Yanping Liu, 2018. "Knowledge mapping of social commerce research: a visual analysis using CiteSpace," Electronic Commerce Research, Springer, vol. 18(4), pages 837-868, December.
    2. Ping Qing & Heng Huang & Amar Razzaq & Yifan Tang & Ming Tu, 2018. "Impacts of sellers’ responses to online negative consumer reviews: Evidence from an agricultural product," Canadian Journal of Agricultural Economics/Revue canadienne d'agroeconomie, Canadian Agricultural Economics Society/Societe canadienne d'agroeconomie, vol. 66(4), pages 587-597, December.

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    Keywords

    Online Feedback Mechanisms; Reputation Systems; E-commerce; Internet; Game Theory; Management Science; Operations Research;
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