In:
Management Science, Institute for Operations Research and the Management Sciences (INFORMS), Vol. 67, No. 6 ( 2021-06), p. 3871-3898
Abstract:
Scholars generally assume that consumer ratings reflect consumer satisfaction, but ratings can be influenced by the design of the rating system. We examine two rating designs—single-dimensional rating systems, which elicit overall ratings only, and multidimensional (MD) rating systems, which elicit both dimensional and overall ratings—and how they impact overall ratings. Drawing on the accessibility–diagnosticity framework, we argue that dimensional ratings in MD systems influence overall ratings based on how the dimensions have been rated. We support this explanation with seven experiments. Our results suggest that across various experimental settings, rating objects, dimensions, and numbers of dimensions, overall ratings are systematically influenced by the design of the rating system. This paper was accepted by Chris Forman, information systems.
Type of Medium:
Online Resource
ISSN:
0025-1909
,
1526-5501
DOI:
10.1287/mnsc.2020.3654
Language:
English
Publisher:
Institute for Operations Research and the Management Sciences (INFORMS)
Publication Date:
2021
detail.hit.zdb_id:
206345-1
detail.hit.zdb_id:
2023019-9
SSG:
3,2
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