The impact of customer ratings on consumer choice of fresh produce: A stated preference experiment approach

The importance of customer ratings or reviews in online shopping has been recognized in the previous literature; however, few have studied how online customer rating scores affect consumers' fresh produce purchases and its importance relative to other fresh produce attributes. The quality of fresh produce demonstrates high uncertainty and variation; therefore, the impact of user-generated content such as customer rating scores on the choice of fresh produce may be more complex than on other product categories. Moreover, previous studies on customer ratings have not examined the price premium that retailers can obtain based on better ratings of fresh produce. Using a stated preference approach (i.e., choice experiment), this study measures the willingness to pay for a higher customer rating score and explores its relative importance to other popular fresh produce attributes (i.e., organic, place of origin, and shelf life). The results show that customer rating is the second most important attribute after the place of origin and is more important than production methods (e.g., organic and naturally grown) for fresh strawberry purchases. Also, rating scores demonstrate a diminishing marginal impact on consumer willingness to pay. Younger consumers and households with children are willing to pay more for fresh produce with high ratings than those with low ratings.