Abstract
A lot of companies and individuals provide various products and services through EC sites and sharing economy sites such as Airbnb, Uber, and so on. Along with growth of these websites, it is very difficult for us to estimate the proper values of product/services through its pictures and explanations. Thus, many consumers referent reputation information sites such as Booking.com, Yelp, and so on. However, if the value which a consumer gets by using a product/service is lower than the product/service evaluation in a reputation information site, namely, if its evaluation is overestimation, the consumer gets deeply dissatisfied with it, and never use it again. Therefore, this paper investigates how a product/service evaluation gap affects customer satisfaction and consumer behavior by using agent-based simulations.
Published Version
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