为什么P2P服务的评级高于传统服务的系统调查

IF 9.8 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2025-09-29 DOI:10.1016/j.jbusres.2025.115746

Vasu Unnava , Amit Surendra Singh , H. Rao Unnava

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引用次数: 0

摘要

先前的文献报道了消费者对P2P服务的评价比传统企业（如Airbnb与酒店）提供的相同服务更积极的趋势。我们首先表明，消费者对P2P服务提供商（一个人）比传统服务提供商（一个企业）有更大的同理心。然后，我们表明P2P服务享有更高的评价，因为与传统商业环境相比，对提供者的同情导致消费者容忍这些环境中的轻微负面因素。此外，我们还表明，这种影响受到企业感知规模的调节。讨论了这类评级偏差对传统企业和消费者福利的影响，以及本研究的局限性。

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A systematic investigation of why P2P services are rated higher than traditional services

Prior literature has reported a tendency for consumers to rate peer-to-peer (P2P) services more positively than the same services provided by traditional businesses (e.g. Airbnb vs. hotel). We first show that consumers experience greater empathy toward a P2P service provider (a person) than a traditional service provider (a business). We then show that P2P services enjoy higher evaluations because empathy for the provider leads consumers to tolerate minor negative elements in those settings as compared to traditional business settings. Further, we show that this effect is moderated by the perceived size of the business. The implications of this type of rating bias on traditional businesses and consumer welfare, and the limitations of this research, are discussed.

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.