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Decision Support Systems
Article . 2019
Data sources: WU Research
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Decision Support Systems
Article . 2019 . Peer-reviewed
License: Elsevier TDM
Data sources: Crossref
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Reputation Star Society: Are star ratings consulted as substitute or complementary information?

Are star ratings consulted as substitute or complementary information?
Authors: Jurgen Willems; Carolin J. Waldner; John C. Ronquillo;

Reputation Star Society: Are star ratings consulted as substitute or complementary information?

Abstract

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.

Keywords

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

  • BIP!
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    selected citations
    These citations are derived from selected sources.
    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    15
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
    Average
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
15
Top 10%
Average
Average
Green
bronze