IT-enabled inter-firm governance model to manage service quality level through customers' feedback
by Jae H. Song; Changsoo Sohn
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 9, No. 2/3, 2015

Abstract: Internet marketplace providers such as or need to control the service quality level of marketplace participants. As a method to control participants, they release customers' feedback for the service that participants provided. This study proposed five learning feedback models using regression analysis of the models on data and found that information disclosure is an effective and significant governing mechanism of the marketplace. Further, has been governed by a combination of partnership, market and contract mechanisms. Collecting customer evaluation based on their volunteerism needs to be complemented by incentive mechanisms and transaction records. For effective combination of the governing mechanisms, more specifically, in order to achieve continuous collaboration with accountability of marketplace participants, information for collaboration, accountability and adaptive learning is needed.

Online publication date: Tue, 15-Sep-2015

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