A Turn of the Tables
Psychological Contracts and Word of Mouth about Sharing Economy Platforms When Consumers Get Reviewed
Bibliographic Data
| ID | 7878437 |
|---|---|
| Authors | Laura Schrier Rifkin (0000-0002-6855-8970, corresponding author), Colleen P Kirk (0000-0002-3127-1669), Canan Corus (0009-0001-2671-359X) |
| Editors | J Jeffrey Inman (0000-0003-0410-2242), Andrew T Stephen, Sarah G Moore (0000-0002-8832-1444) |
| Year | 2023 |
| Volume | 50 |
| Issue | 2 |
| Pages | 382-404 |
| Publication date | 2023-07-17 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Consumer Research (JOURNAL) |
| Journal identifiers | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Publisher | Oxford University Press (PUBLISHER • GB) |
| DOI | 10.1093/jcr/ucad002 |
| OpenAlex | W4315588582 |
| Language | EN |
| Citations received | 2 |
| References cited | 47 |
The Peer-to-Peer sector of the sharing economy relies on reputation systems through which consumers and providers review each other. Whereas prior research has examined the effects of reviews by consumers on providers and firms, this research examines, for the first time, a turn of the tables in which consumers are evaluated. Across a pilot and seven studies (five preregistered), using multiple actual behaviors and sharing contexts, results reveal that a negative review of the consumer from the peer provider leads to negative word of mouth (NWOM) about the platform. Drawing from psychological contract theory, the research demonstrates that this effect is mediated by consumers' perceived betrayal by the platform. Two sets of moderators are identified. The first set establishes that a breach of consumers' psychological contract with the platform underlies the effect. In the second set, platform policies that may render a breach more or less consequential can intensify or mitigate consumer reactions. Specifically, making the review private (vs. public) and providing opportunities for justice restoration (response, revenge, and dispute) attenuate the effect of review valence on betrayal and NWOM. Implications for sharing economy platform managers and consumers are discussed
Advertising · Betrayal · Business · Consumer behaviour · Economic Justice · Economics · Microeconomics · Political science · Psychological contract · Reputation · Set (abstract data type) · Sharing economy · Valence (chemistry) · Word of mouth · Computer Science · Cyberloafing and Workplace Behavior · Digital Marketing and Social Media · Law · Marketing · Psychology · Sharing Economy and Platforms · Social Psychology
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| Unique citing works | 2 |
|---|---|
| Citations per year | 0,67 |
| Citation span | 2023 - 2024 (2) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 2 |