The Impact of Online Q&As on Product Sales: The Case of Amazon Answer

This study uses observational data from two online retail sites to examine the effect of questions and answers on sales of experience goods. Particularly, we leverage the naturally occurring experiment where the Q&A capabilities are available on only one platform. Interestingly, we discover that answers, especially the depth of answers, positively affect sales. Additionally, the fraction of questions with at least one answer positively and significantly affects product sales. Our additional textual content analyses unveil that fit- and quality-oriented questions have different effects on sales, as do positive and negative answers. Insights from this work can help platform managers develop Q&A ecosystems and content management policies.

• 저널Information Systems Research · 35(2) · 747–765
• 토픽Digital Marketing and Social Media · Sociology and Political Science
• DOI10.1287/isre.2023.1233
• 저자Warut Khern-am-nuai, Hossein Ghasemkhani, Dandan Qiao, Karthik Kannan