What are the risks of using service platforms?
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Service platforms in the online-to-offline new retail era face risks due to the lack of regulations and relatively immature and unstandardized operations compared to traditional commercial markets . The downsides of service platform operations can lead to consumer complaints, which include product or service failures . Consumers may attribute these failures to both the merchants and the platform, resulting in complaints about both . Additionally, the self-influence effect and spillover effect of consumer complaints can be observed, where consumers attribute failures to merchants belonging to large chains and complain about them . In the case of pure-labor service platforms, opportunistic behavior is a managerial concern . Furthermore, upcoming mobile technologies offer new possibilities but also threats, requiring appropriate technology and business principles for service platforms .
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