Social influence or normative conflict? An experimental study of online consumer reviews and citizen evaluations of an agency’s service
通过768名参与者的预注册在线实验，研究在线消费者评论如何影响公民对自己所获公共服务的评分，发现公民在服务体验与评论不一致时倾向于趋同评分。
A preregistered online experimental survey consisting of 768 participants was conducted to determine the impact of online consumer reviews (OCRs) on citizens’ ratings of the public services they received. The results demonstrate that citizens tend to conform and rate the agency similarly when their service experience does not align with an agency’s OCR. Next, some support indicates that citizens are more likely to “recommend” the public organization after receiving a good service from the agency when the OCR is poor than “warn” individuals about a public organization after receiving a poor service from the agency when the OCR is good?