Should Gig Platforms Decentralize Dispute Resolution?

Wee Kiat Lee () and Yao Cui ()
Additional contact information
Wee Kiat Lee: Nanyang Business School, Nanyang Technological University, Singapore 639956
Yao Cui: Samuel Curtis Johnson Graduate School of Management, SC Johnson College of Business, Cornell University, Ithaca, New York 14853

Manufacturing & Service Operations Management, 2024, vol. 26, issue 2, 519-536

Abstract: Problem definition: Disputes on online labor platforms have traditionally been mediated by the platform itself, which is often viewed as unhelpful or biased. However, there are emerging platforms that promise to resolve disputes with a novel tribunal system and relegate dispute resolution to individual platform users through a voting mechanism. We aim to examine the dispute resolution systems used by traditional platforms (i.e., the centralized dispute system) and emerging platforms (i.e., the decentralized dispute system) in order to assess whether the latter has an advantage over the former. Methodology/results: We use game theory to analyze both the centralized and decentralized dispute systems, and we model the tribunal’s voting game using the global games framework. Our findings indicate that in order to achieve a fair voting outcome, it is crucial to have sufficient heterogeneity in the assessments of tribunal members. Moreover, the decentralized dispute system outperforms the centralized dispute system only when the freelancer’s skill level is sufficiently high. Lastly, the decentralized dispute system has the potential to induce a more socially optimal quality level from the freelancer. Managerial implications: Our findings provide insights on the optimal adoption and implementation of the decentralized dispute system. The decentralized dispute system is more effective for tasks that involve subjective evaluations, and platforms should avoid strategies that homogenize the assessments of tribunal members. Moreover, platforms should consider switching to the decentralized dispute system only if they are able to verify the skill level of freelancers through certification or other means. Lastly, the decentralized dispute system may be more appealing to policy makers because of its potential to induce a more socially optimal outcome.

Keywords: gig economy; dispute management; quality contracting; online labor platforms; voting games; global games (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://dx.doi.org/10.1287/msom.2022.0398 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:inm:ormsom:v:26:y:2024:i:2:p:519-536

Access Statistics for this article

More articles in Manufacturing & Service Operations Management from INFORMS Contact information at EDIRC.
Bibliographic data for series maintained by Chris Asher ().