Online review manipulation by asymmetrical firms: Is a firm's manipulation of online reviews always detrimental to its competitor?

Abstract Online reviews have a significant influence on consumers, and consequently firms are motivated to manipulate online reviews to promote their own products. This paper develops an analytical model to systematically explore the impact of online review manipulation on asymmetrical firms who sell substitutable search products in a competing market. Results show that a firm’s manipulation of online reviews is not necessary to hurt its competitor’s profit. In addition, if firms are free to choose whether to manipulate online reviews, both firms will always choose to manipulate online reviews. Moreover, there exists a prisoner’s dilemma in which online reviews are overmanipulated.

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