消费者评价制度研究

Research on the System of Consumer Review

互联网突破了消费者聚集和围观的时间和空间限制,使众多消费者对同一产品或服务作出评价成为可能,同时互联网也便捷了消费者评价信息的传递。这类新型的信息促成了互联网交易中信任的构建,在互联网交易中起到了极其重要的作用,但这类由消费者提供的信息的质量容易受到多种形式的扭曲。如经营者通过利益诱惑的方式促使消费者作出有利评价;通过威胁或骚扰的方式迫使消费者改变不利评价;通过刷单方式购买有利评价;由竞争对手、消费者或职业差评师等参与制造的恶意差评等。还存在一些影响消费者评价信息有效性的非故意因素,如评价过程中的认知偏差,评价样本不足以反映真实状况等。这都有赖于立法予以规制。立法过程中需要特别研究立法体例、市场机制与公权干预、评价权及其行使、平台和经营者的权利义务、法律责任等问题。

The Internet breaks through the time and space constraints of consumers＇aggregation and onlookers, making it possible for many consumers to review the same product or service, and it also facilitatestransmission of in- formationfrom reviews. Such new information has contributed to the construction of trust in Internet transactions, and has played an extremely important role in Internet transactions. However, the quality of such information provided by consumers is easily distorted. There are still some unintentional factors that affect the effectiveness of information from consumers＂ review, such as cognitive bias in review process, and reviewed samples are not enough to reflect the real situation. It needs to be regulated. In the process of legislation, we need to specially study the legislative style, the market mechanism and the publicregulation, the right of review and its exercise, the rights and obligations of plat- forms and operators, and the legal liability.