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Cited by 3,433

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms

Open access
Dellarocas, Chrysanthos·2003·Management Science
DOI 10.1287/mnsc.49.10.1407.17308
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Abstract

Online feedback mechanisms harness the bidirectional communication capabilities of the Internet to engineer large-scale, word-of-mouth networks. Best known so far as a technology for building trust and fostering cooperation in online marketplaces, such as eBay, these mechanisms are poised to have a much wider impact on organizations. Their growing popularity has potentially important implications for a wide range of management activities such as brand building, customer acquisition and retention, product development, and quality assurance. This paper surveys our progress in understanding the new possibilities and challenges that these mechanisms represent. It discusses some important dimensions in which Internet-based feedback mechanisms differ from traditional word-of-mouth networks and surveys the most important issues related to their design, evaluation, and use. It provides an overview of relevant work in game theory and economics on the topic of reputation. It discusses how this body of work is being extended and combined with insights from computer science, management science, sociology, and psychology to take into consideration the special properties of online environments. Finally, it identifies opportunities that this new area presents for operations research/management science (OR/MS) research.

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Citations

Cites

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Cited by

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Metadata

Authors
Dellarocas, C.
Venue
Management Science
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)
Published
2003-10
Volume
49
Issue
10
Pages
1407-1424
ISSN
  • 0025-1909 (ISSN-L)
  • 1526-5501
DOI
10.1287/mnsc.49.10.1407.17308
OpenAlex
W3121424256
Cited by
3,433
References
8
FWCI
212.03
Type
journal article
Language
en
Open access
green

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Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.