Due to a positivity bias, the accuracy of online reviews on accommodation-sharing platforms has been called into question. Utilizing social presence theory and two experimental studies, we found that the two-way (vs. one-way) review system, owing to social and observational cues associated with both the sharing platform and the review system, results in a higher guest review rating for a negative experience. Additionally, through a moderated mediation, we found that this effect is contingent on the social presence dynamic of the service provider, with the effect of the two-way review system being negated for a property management company. Finally, we show that this relationship is driven by impression management. The findings of this research present novel insights into the two-way review system, providing both theoretical and practical implications for peer-to-peer platforms and traditional hospitality brands with regard to review system management.

中文翻译：

---

积极性膨胀：共享经济中双向审查制度对消费者评级的影响


由于存在积极偏见，住宿共享平台上的在线评论的准确性受到质疑。利用社交存在理论和两项实验研究，我们发现双向（与单向）评论系统由于与共享平台和评论系统相关的社交和观察线索，会导致更高的客人评论评分以获得负面体验。此外，通过有调节的调解，我们发现这种影响取决于服务提供商的社会存在动态，而双向审查制度的影响对于物业管理公司来说被否定了。最后，我们表明这种关系是由印象管理驱动的。这项研究的结果对双向评论系统提出了新颖的见解，为点对点平台和传统酒店品牌在评论系统管理方面提供了理论和实践意义。