Reciprocity and Unveiling in Two-Sided Reputation Systems: Evidence from an Experiment on Airbnb
Fradkin first author. A large field experiment on an accommodation platform changed one design choice: in the treatment group feedback stayed hidden until both parties had submitted a review, rather than appearing on submission. The change stimulated more reviewing overall, reduced retaliation and reciprocation, and lowered ratings as a result, without producing adverse selection on feedback. The abstract neither quantifies the ratings change nor gives a sample size.
Fradkin first author. A large field experiment on an accommodation platform changed one design choice: in the treatment group feedback stayed hidden until both parties had submitted a review, rather than appearing on submission. The change stimulated more reviewing overall, reduced retaliation and reciprocation, and lowered ratings as a result, without producing adverse selection on feedback. The abstract neither quantifies the ratings change nor gives a sample size.
Written from the abstract read 2026-10-18.
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Fradkin, A., Grewal, E., & Holtz, D. (2021). Reciprocity and Unveiling in Two-Sided Reputation Systems: Evidence from an Experiment on Airbnb. Marketing Science, 40(6), 1013-1029. doi:10.1287/mksc.2021.1311.