Customer Voice on Two-Sided Platforms: The Effect of Surge Pricing on Customer Complaints
Published Online:18 Nov 2024https://doi.org/10.1287/mnsc.2024.4992
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The replication files for this article are available HERE.
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Volume 71, Issue 8
August 2025
Pages iv-vi, 6319-7222
Article Information
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- Received:November 19, 2021
- Accepted:September 13, 2022
- Published Online:November 18, 2024
Copyright © 2024, INFORMS
Cite as
Linli Xu, Yanhao “Max” Wei, Yi Zhu (2024) Customer Voice on Two-Sided Platforms: The Effect of Surge Pricing on Customer Complaints. Management Science 71(8):6729-6745.
https://doi.org/10.1287/mnsc.2024.4992
Keywords
The authors thank Yiting Deng, Rex Du, Anthony Dukes, Avi Goldfarb, Yongdong Liu, Mitch Lovett, Shijie Lu, and Ken Wilbur for their helpful comments as well as seminar participants at the Marketing Science Conference; the 16th Annual Bass Frontiers of Research in Marketing Science Conference; Fudan University; Ohio State University; and University of California, Riverside.
