TY - JOUR
T1 - The design of retailers’ online review systems – a systematic literature review and future research agenda
AU - Pham, Doan Thao Tram
AU - Steinmann, Sascha
AU - Jensen, Birger Boutrup
PY - 2023/11
Y1 - 2023/11
N2 - Purpose: In this paper the authors aim to review the state-of-the-art literature on online review systems and their impacts on consumer behavior and retailers' performance with the aim of identifying research gaps related to different design features of review systems and developing future research agenda. Design/methodology/approach: The authors conducted a systematic review based on PRISMA 2020 protocol, focusing on studies published in the domains of retailing and marketing. This procedure resulted in 48 selected papers investigating the design features of retailer online review systems. Findings: The authors identify eight design features that are controllable by retailers in an online review system. The design features have been researched independently in previous literature, with some features receiving more attention. Most selected studies focus on the design features adapted metrics and review presentations, while other features are generally neglected (e.g. rating dimensions). Previous literature argues that design features affect consumer behaviors and retailers' performance. However, the interactions among the features are still neglected in the literature, creating a relevant gap for future research. Originality/value: This paper distinguishes between different types of retailer online review systems based on how they are implemented. The authors summarize the state-of-the-art of relevant literature on design features of online review systems and their effects on consumer- and retailer-related outcome variables. This systematic literature review distinguishes between online reviews provided on websites controlled by retailers (internal systems) and third-party websites (external systems).
AB - Purpose: In this paper the authors aim to review the state-of-the-art literature on online review systems and their impacts on consumer behavior and retailers' performance with the aim of identifying research gaps related to different design features of review systems and developing future research agenda. Design/methodology/approach: The authors conducted a systematic review based on PRISMA 2020 protocol, focusing on studies published in the domains of retailing and marketing. This procedure resulted in 48 selected papers investigating the design features of retailer online review systems. Findings: The authors identify eight design features that are controllable by retailers in an online review system. The design features have been researched independently in previous literature, with some features receiving more attention. Most selected studies focus on the design features adapted metrics and review presentations, while other features are generally neglected (e.g. rating dimensions). Previous literature argues that design features affect consumer behaviors and retailers' performance. However, the interactions among the features are still neglected in the literature, creating a relevant gap for future research. Originality/value: This paper distinguishes between different types of retailer online review systems based on how they are implemented. The authors summarize the state-of-the-art of relevant literature on design features of online review systems and their effects on consumer- and retailer-related outcome variables. This systematic literature review distinguishes between online reviews provided on websites controlled by retailers (internal systems) and third-party websites (external systems).
KW - Design features
KW - Design of online review system
KW - Online review system
KW - Systematic literature review
UR - http://www.scopus.com/inward/record.url?scp=85174398994&partnerID=8YFLogxK
U2 - 10.1108/IJRDM-11-2022-0423
DO - 10.1108/IJRDM-11-2022-0423
M3 - Journal article
SN - 0959-0552
VL - 51
SP - 1255
EP - 1287
JO - International Journal of Retail and Distribution Management
JF - International Journal of Retail and Distribution Management
IS - 9-10
ER -