
To simplify decision making processes, online platforms frequently display reputation star ratings as an indication of the quality of a product, service, or organization. Can information provided by such star ratings draw away attention from other information? This is an important question for platform developers to adjust the use of such ratings. We conduct a between-subjects laboratory experiment (n=121) where we manipulate the difference between the reputation star ratings of two social profit organizations, and ask respondents to indicate which organization they prefer. Applying eye-tracking technology, we analyze how the visual attention between the treatment conditions differs. Our findings show that reputation star ratings are consulted as complementary information, rather than as substitute information. Moreover, the results suggest that the lack of stars - not the presence of more stars - attracts visual attention.
eye-tracking, 211903 Betriebswissenschaften, 502023 NPO-Forschung, 502019 Marketing, Online reputation systems; star ratings; eye-tracking; decision-making, Star ratings, 102, 505027 Administrative studies, 509, 605005 Audience research, 211903 Science of management, 505027 Verwaltungslehre, Online reputation systems, 605005 Publikumsforschung, 502023 NPO research, Decision-making
eye-tracking, 211903 Betriebswissenschaften, 502023 NPO-Forschung, 502019 Marketing, Online reputation systems; star ratings; eye-tracking; decision-making, Star ratings, 102, 505027 Administrative studies, 509, 605005 Audience research, 211903 Science of management, 505027 Verwaltungslehre, Online reputation systems, 605005 Publikumsforschung, 502023 NPO research, Decision-making
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