When product or service quality cannot be well-specified ex-ante because of uncertainty and information asymmetry, consumer surplus (CS) is not well-defined or known ex-ante. Traditional measures of CS have implicitly assumed that the quality expected is the same as the quality that is paid for....

Trust is the enabler of social interaction. Although the origins of research on trust traditionally lie outside the Information Systems (IS) domain, the importance of trust for IS research rapidly grew in the late 1990s, and it is still growing with the increasing ubiquity and advancement of...

Electronic Health Record (EHR) systems enable the coordination of care across providers and locations by sharing information electronically. This is particularly important for patients with chronic conditions who require regular care from multiple specialists over a long period of time. EHR...

The familiar ’five-star’ ratings and reviews system makes it easy for consumers to use product evaluations across competing platforms to choose the product or service that is most likely to match their preferences. However, the ability to easily shop around for ratings and reviews raises a...

Online retailers are increasingly mindful of maintaining a long-term relationship with customers, rather than simply focusing on one-time purchases. It is thus critical to ensure that customers continue revisiting a retailer’s website to explore its products and subsequently make purchases....

The role of online gig platforms in local labor markets has recently been debated with two competing predictions: online gig platforms either complement local employment by matching service demand and supply and creating job opportunities, or substitute local employment by obsoleting workers...

The healthcare market faces severe information asymmetry — patients struggle to evaluate the clinical quality of hospitals and make choices accordingly. To inform patients of hospital selection, crowdsourced review platforms (e.g., Yelp) have begun to display hospitals’ clinical quality...