Online platform businesses have thrived and created enormous economic value in recent decades. However, disintermediation, which occurs when platform users bypass the platform to complete transactions directly, has become the Achilles’ heel of the platform business model, hurting platforms'...

In today’s digital economy, online reviews have become increasingly important for businesses and consumers. However, the downstream impacts of customer review content on reviewers’ own decisions are not well understood. The authors explore the relationships between customer review content...