Chalk and Cheese: How Negative and Positive Star-Ratings Influence Service Provider Behavior?
Paper
Paper/Presentation Title | Chalk and Cheese: How Negative and Positive Star-Ratings Influence Service Provider Behavior? |
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Presentation Type | Paper |
Authors | Sedera, Darshana D. and Lokuge, Sachithra |
Journal or Proceedings Title | Proceedings of the 45th International Conference on Information Systems (ICIS 2024) |
Article Number | 2661 |
Number of Pages | 9 |
Year | 2024 |
Place of Publication | Australia |
Web Address (URL) of Paper | https://aisel.aisnet.org/icis2024/sharing_econ/sharing_econ/11/ |
Web Address (URL) of Conference Proceedings | https://aisel.aisnet.org/icis2024/ |
Conference/Event | 45th International Conference on Information Systems (ICIS 2024) |
Event Details | 45th International Conference on Information Systems (ICIS 2024) Parent International Conference on Information Systems (ICIS) Delivery In person Event Date 15 to end of 18 Dec 2024 Event Location Bangkok, Thailand Rank A A A |
Abstract | Consumer star-ratings play a crucial role in shaping the dynamics of the gig economy, influencing consumer behavior, service quality, and platform operations. Star-ratings serve as a form of reputation management mechanism, providing feedback to service providers about the service quality, as a result acting as a key stimulus to change service provider behavior. While it is tautological to assume that positive star-ratings are always encouraging, how star-ratings influence the intent to change service provider behavior is complex and requires scientific exploration. This study investigates the polarizing role of star-ratings on service provider behavior intentions. The study employs the tenets of social influence and social impact theories, analyzing survey data of 865 drivers representing a single ride-hailing company. The study findings, developed employing polynomial regression and SEM, identify a series of conditions as to how the concomitant existence of star-ratings and social influence impact service provider behavior intentions. |
Keywords | Star-ratings; Social influence; Social impact; Social wellbeing; Behavior change |
Contains Sensitive Content | Does not contain sensitive content |
ANZSRC Field of Research 2020 | 460999. Information systems not elsewhere classified |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Southern Cross University |
University of Southern Queensland |
https://research.usq.edu.au/item/zq0y2/chalk-and-cheese-how-negative-and-positive-star-ratings-influence-service-provider-behavior
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