Strengthening the Marketplace Through a Consumer Protection Framework for Consumer Online Reviews PDF Download

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Languages : en
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Strengthening the marketplace through a Consumer Protec5on Framework for consumer online reviews I Execu5ve summary Goal The goal of this research, conducted for the Consumers Council of Canada, was to determine: within a consumer protection framework, the harms to consumers from misleading, fraudulent, inauthentic and inappropriate product and service online consumer reviews; what consumers can d [...] Analysis of the information identiied business pressures and other sources of misleading reviews and the development of recommendations to business, regulators, standards organizations, and consumers. [...] A literature review was conducted to help better deine the scope of the research and to develop a fuller picture of the online consumer reviews marketplace. [...] Goals A goal of the literature review was to identify issues and obtain background information to help shape the PIN questionnaire, focus group and key informant guides, and expand understanding of relevant consumer behaviour and the issues with misleading reviews. [...] The features of online consumer review sites identiied as most useful were: • High volume of reviews • Veriication of purchaser • Positive and negative reviews • Date of review, the more recent typically the better • Independent sources - reviews on sites other than the retailers • Pictures of items reviewed, as taken by real consumers not advertising agencies • Review rating by other consumers.