---
_id: '15256'
abstract:
- lang: eng
  text: This paper deals with online customer reviews of local multi-service providers.
    While many studies investigate product reviews and online labour markets with
    service providers delivering intangible products “over the wire”, we focus on
    websites where providers offer multiple distinct services that can be booked,
    paid and reviewed online but are performed locally offline. This type of service
    providers has so far been neglected in the literature. This paper analyses reviews
    and applies sentiment analysis. It aims to gain new insights into local multi-service
    providers’ performance. There is a broad literature range presented with regard
    to the topics addressed. The results show, among other things, that providers
    with good ratings continue to perform well over time. We find that many positive
    reviews seem to encourage sales. On average, quantitative star ratings and qualitative
    ratings in the form of review texts match. Further results are also achieved in
    this study.
author:
- first_name: Joschka
  full_name: Kersting, Joschka
  id: '58701'
  last_name: Kersting
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
citation:
  ama: 'Kersting J, Geierhos M. What Reviews in Local Online Labour Markets Reveal
    about the Performance of Multi-Service Providers. In: <i>Proceedings of the 9th
    International Conference on Pattern Recognition Applications and Methods</i>.
    Setúbal, Portugal: SCITEPRESS; 2020:263--272.'
  apa: 'Kersting, J., &#38; Geierhos, M. (2020). What Reviews in Local Online Labour
    Markets Reveal about the Performance of Multi-Service Providers. In <i>Proceedings
    of the 9th International Conference on Pattern Recognition Applications and Methods</i>
    (pp. 263--272). Setúbal, Portugal: SCITEPRESS.'
  bibtex: '@inproceedings{Kersting_Geierhos_2020, place={Setúbal, Portugal}, title={What
    Reviews in Local Online Labour Markets Reveal about the Performance of Multi-Service
    Providers}, booktitle={Proceedings of the 9th International Conference on Pattern
    Recognition Applications and Methods}, publisher={SCITEPRESS}, author={Kersting,
    Joschka and Geierhos, Michaela}, year={2020}, pages={263--272} }'
  chicago: 'Kersting, Joschka, and Michaela Geierhos. “What Reviews in Local Online
    Labour Markets Reveal about the Performance of Multi-Service Providers.” In <i>Proceedings
    of the 9th International Conference on Pattern Recognition Applications and Methods</i>,
    263--272. Setúbal, Portugal: SCITEPRESS, 2020.'
  ieee: J. Kersting and M. Geierhos, “What Reviews in Local Online Labour Markets
    Reveal about the Performance of Multi-Service Providers,” in <i>Proceedings of
    the 9th International Conference on Pattern Recognition Applications and Methods</i>,
    Valetta, Malta, 2020, pp. 263--272.
  mla: Kersting, Joschka, and Michaela Geierhos. “What Reviews in Local Online Labour
    Markets Reveal about the Performance of Multi-Service Providers.” <i>Proceedings
    of the 9th International Conference on Pattern Recognition Applications and Methods</i>,
    SCITEPRESS, 2020, pp. 263--272.
  short: 'J. Kersting, M. Geierhos, in: Proceedings of the 9th International Conference
    on Pattern Recognition Applications and Methods, SCITEPRESS, Setúbal, Portugal,
    2020, pp. 263--272.'
conference:
  location: Valetta, Malta
  name: International Conference on Pattern Recognition Applications and Methods (ICPRAM)
date_created: 2019-12-06T13:09:42Z
date_updated: 2022-01-06T06:52:19Z
ddc:
- '000'
department:
- _id: '579'
file:
- access_level: closed
  content_type: application/pdf
  creator: jkers
  date_created: 2020-09-18T09:27:41Z
  date_updated: 2020-09-18T09:27:41Z
  file_id: '19577'
  file_name: Kersting & Geierhos (2020c), Kersting2020c.pdf
  file_size: 963370
  relation: main_file
  success: 1
file_date_updated: 2020-09-18T09:27:41Z
has_accepted_license: '1'
keyword:
- Customer Reviews
- Sentiment Analysis
- Online Labour Markets
language:
- iso: eng
page: 263--272
place: Setúbal, Portugal
project:
- _id: '1'
  name: SFB 901
- _id: '3'
  name: SFB 901 - Project Area B
- _id: '9'
  name: SFB 901 - Subproject B1
publication: Proceedings of the 9th International Conference on Pattern Recognition
  Applications and Methods
publisher: SCITEPRESS
status: public
title: What Reviews in Local Online Labour Markets Reveal about the Performance of
  Multi-Service Providers
type: conference
user_id: '58701'
year: '2020'
...