ABSTRACT
Contributors continue to labor on third-party review sites (TPRS) to benefit users and organizations and improve future customer experiences. As contributors perform labor, they silently hold expectations that other users are contributing information about organizations they may need in the future, therefore helping their own future experiences and decision-making. For contributors, this labor enacts a silent covenant with TPRS, namely that these online spaces will continue to function as a credible source of information when making purchasing decisions. TPRS need to understand their own power within the review economy to better protect contributors and work with organizations. All entities stand to benefit from the labor performed on TPRS. Despite this, users continue to post and TPRS gain popularity as spaces for consumer research before making a purchasing decision. The power of neoliberal labor drives the trust and credibility in these platforms and continues to impact their popularity.
