Professional reviews as service: A mix method approach to assess the value of recommender systems in the entertainment industry

Mirko Perano, Gian Luca Casali, Yulin Liu and Tindara Abbate

Technological Forecasting and Social Change, 2021, vol. 169, issue C

Abstract: As a recommender system, Metacritic (metacritic.com) quantifies and aggregates reviews of entertainment products. The metascore published by Metacritic is controversial in its process for gathering, translating, and aggregating reviews. This study aims to assess the quality of Metacritic's scoring of movie critics’ reviews. By using a mixed methods approach integrating content analysis and multilevel analysis, we found that the movie review scores assigned by Metacritic reflecting the reviews’ semantic contents, being unbiased across the critics, and differentiating the movies reviewed. The paper provides, also, both theoretical implications, referred to an original framing of professional reviews in the service science, service systems and service quality; and practical implications related to the potential customers and for the entertainment industry.

Keywords: Professional reviews; Service systems; Service science; Service quality; Recommender systems; Movie critics; Content analysis; Multilevel analysis (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eee:tefoso:v:169:y:2021:i:c:s0040162521002328

DOI: 10.1016/j.techfore.2021.120800

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