Improving Dispute Resolution in Two-Sided Platforms: The Case of Review Blackmail

References

• Alizamir S, De Véricourt F, Sun P (2013) Diagnostic accuracy under congestion. Management Sci. 59(1):157–171.Link, Google Scholar
• Babich V, Marinesi S, Tsoukalas G (2021) Does crowdfunding benefit entrepreneurs and venture capital investors? Manufacturing Service Oper. Management 23(2):508–524.Abstract, Google Scholar
• Bakos Y, Dellarocas C (2011) Cooperation without enforcement? A comparative analysis of litigation and online reputation as quality assurance mechanisms. Management Sci. 57(11):1944–1962.Link, Google Scholar
• Bimpikis K, Papanastasiou Y, Zhang W (2023) Information provision in two-sided platforms: Optimizing for supply. Management Sci. Forthcoming.Google Scholar
• Bolton G, Greiner B, Ockenfels A (2018) Dispute resolution or escalation? The strategic gaming of feedback withdrawal options in online markets. Management Sci. 64(9):4009–4031.Link, Google Scholar
• Chakraborty S, Swinney R (2021) Signaling to the crowd: Private quality information and rewards-based crowdfunding. Manufacturing Service Oper. Management 23(1):155–169.Link, Google Scholar
• Chen L, Papanastasiou Y (2021) Seeding the herd: Pricing and welfare effects of social learning manipulation. Management Sci. 67(11):6734–6750.Link, Google Scholar
• Chod J, Trichakis N, Yang SA (2022) Platform tokenization: Financing, governance, and moral hazard. Management Sci. 68(9):6411–6433.Link, Google Scholar
• Competition and Markets Authority (2015) Report on the CMA’s call for information. Accessed April 10, 2022, https://www.gov.uk/government/consultations/online-reviews-and-endorsements.Google Scholar
• Dellarocas C (2006) Strategic manipulation of Internet opinion forums: Implications for consumers and firms. Management Sci. 52(10):1577–1593.Link, Google Scholar
• Feldman P, Frazelle AE, Swinney R (2022) Managing relationships between restaurants and food delivery platforms: Conflict, contracts, and coordination. Management Sci., ePub ahead of print March 28, https://doi.org/10.1287/mnsc.2022.4390.Link, Google Scholar
• Feldman P, Papanastasiou Y, Segev E (2019) Social learning and the design of new experience goods. Management Sci. 65(4):1502–1519.Link, Google Scholar
• Halvorsen V (2004) Is it better that ten guilty persons go free than that one innocent person be convicted? Criminal Justice Ethics 23(2):3–13.Crossref, Google Scholar
• Jin C, Yang L, Hosanagar K (2022) To brush or not to brush: Product rankings, customer search and fake orders. Inform. Systems Res., ePub ahead of print May 20, https://doi.org/10.1287/isre.2022.1128.Google Scholar
• Kanoria Y, Saban D (2021) Facilitating the search for partners on matching platforms. Management Sci. 67(10):5990–6029.Link, Google Scholar
• Kostami V, Rajagopalan S (2014) Speed–quality trade-offs in a dynamic model. Manufacturing Service Oper. Management 16(1):104–118.Link, Google Scholar
• Kwan AP, Yang SA, Zhang AH (2023) Crowd-judging on two-sided platforms: An analysis of in-group bias. Management Sci. Forthcoming.Link, Google Scholar
• Lappas T, Sabnis G, Valkanas G (2016) The impact of fake reviews on online visibility: A vulnerability assessment of the hotel industry. Inform. Systems Res. 27(4):940–961.Link, Google Scholar
• Lee WK, Cui Y (2022) Should Gig platforms decentralize dispute resolution? Working paper, Cornell University.Google Scholar
• Luca M, Zervas G (2016) Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Sci. 62(12):3412–3427.Link, Google Scholar
• Mayzlin D (2006) Promotional chat on the Internet. Marketing Sci. 25(2):155–163.Link, Google Scholar
• Mayzlin D, Dover Y, Chevalier J (2014) Promotional reviews: An empirical investigation of online review manipulation. Amer. Econom. Rev. 104(8):2421–2455.Crossref, Google Scholar
• Mukherjee A, Liu B, Glance N (2012) Spotting fake reviewer groups in consumer reviews. Proc. 21st Internat. Conf. on World Wide Web (ACM, New York), 191–200.Google Scholar
• Papanastasiou Y (2020) Fake news propagation and detection: A sequential model. Management Sci. 66(5):1826–1846.Link, Google Scholar
• Papanastasiou Y, Savva N (2017) Dynamic pricing in the presence of social learning and strategic consumers. Management Sci. 63(4):919–939.Link, Google Scholar
• Papanastasiou Y, Bimpikis K, Savva N (2018) Crowdsourcing exploration. Management Sci. 64(4):1727–1746.Link, Google Scholar
• Parker GG, Van Alstyne MW, Choudary SP (2016) Platform Revolution: How Networked Markets Are Transforming the Economy and How to Make Them Work for You (WW Norton & Company).Google Scholar
• Rule C, Nagarajan C (2010) Leveraging the wisdom of the crowds: The eBay community court and the future of online dispute resolution. ACResolution 2(2):4–7.Google Scholar
• TripAdvisor (2018) Reporting potential blackmail to Tripadvisor: Report threats immediately. Accessed April 10, 2022, www.tripadvisor.com/TripAdvisorInsights/w592.Google Scholar
• Yu M, Debo L, Kapuscinski R (2016) Strategic waiting for consumer-generated quality information: Dynamic pricing of new experience goods. Management Sci. 62(2):410–435.Link, Google Scholar
• Zhang K, Chen X, Wu C (2020) Review extortion in an on-line marketplace. Working paper, University of British Columbia.Google Scholar
• Zhang J, Savin S, Veeraraghavan SK (2017) Revenue management in crowdfunding. Preprint, submitted November 7, https://dx.doi.org/10.2139/ssrn.3065267.Google Scholar