Abstract
Reputation enables customers to select between providers, and balance risk against other aspects of service provision. For new providers that have yet to establish a track record, negative ratings can significantly impact on their chances of being selected. Existing work has shown that malicious or inaccurate reviews, and subjective differences, can be accounted for. However, an honest balanced review of service provision may still be an unreliable predictor of future performance if the circumstances differ. Specifically, mitigating circumstances may have affected previous provision. For example, while a delivery service may generally be reliable, a particular delivery may be delayed by unexpected flooding. A common way to ameliorate such effects is by weighting the influence of past events on reputation by their recency. In this paper, we argue that it is more effective to query detailed records of service provision, using patterns that describe the circumstances to determine the significance of previous interactions.
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Notes
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Such a situation may indicate poor judgement and so have a degree of relevance, but this is not considered in this paper.
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Acknowledgements
This work was part funded by the UK Engineering and Physical Sciences Research Council as part of the Justified Assessments of Service Provider Reputation project, ref. EP/M012654/1 and EP/M012662/1.
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Miles, S., Griffiths, N. (2015). Incorporating Mitigating Circumstances into Reputation Assessment. In: Koch, F., Guttmann, C., Busquets, D. (eds) Advances in Social Computing and Multiagent Systems. MFSC 2015. Communications in Computer and Information Science, vol 541. Springer, Cham. https://doi.org/10.1007/978-3-319-24804-2_6
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