Bad Client Feedback on Digital Labor Platforms: How Freelancers Navigate the Peril Posed by Negative Reviews on Upwork

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dc.contributor.authorGussek, Lisa
dc.contributor.authorThatcher, Jason Bennet
dc.contributor.authorWiesche, Manuel
dc.date.accessioned2023-12-26T18:43:19Z
dc.date.available2023-12-26T18:43:19Z
dc.date.issued2024-01-03
dc.identifier.doi10.24251/HICSS.2023.504
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.other7d7f9e68-4051-468a-ab8f-4ccd3a24b193
dc.identifier.urihttps://hdl.handle.net/10125/106888
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectCrowdsourcing and Digital Workforce in the Gig Economy
dc.subjectdigital labor platforms
dc.subjectfuzzy-set qualitative comparative analysis (fsqca)
dc.subjectnegative reviews
dc.subjectonline freelancing
dc.subjectonline reviews
dc.titleBad Client Feedback on Digital Labor Platforms: How Freelancers Navigate the Peril Posed by Negative Reviews on Upwork
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractFreelancing on digital labor platforms is becoming an increasingly important source of income for workers. As self-employed professionals, freelancers rely on positive reviews to attract new jobs and new clients. Previous positive reviews help to reduce uncertainty about freelancers' ability to deliver their services. However, research to date has primarily examined positive reviews, but not how negative reviews affect freelancers' success nor what strategies freelancers use to navigate negative reviews. This is especially important because we know that negative reviews on other platforms undermine vendor sales. To identify strategies that freelancers use to overcome negative reviews, we conducted a qualitative fuzzy set analysis of 1,712 freelancer profiles. Thus, we show how sets of communication skills, collaboration skills, and sharing complete information influence freelancers' success. In the presence of negative ratings, we identify five pathways and six conditions that predict freelancer success on digital labor platforms.
dcterms.extent10 pages
prism.startingpage4184

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