Nonlinear Dynamics

, Volume 96, Issue 3, pp 1971–1987 | Cite as

Complexity and implications on channel conflict under the uncertain impacts of online customer reviews

  • Zhanbing GuoEmail author
Original Paper


With the development of e-commerce, the channel conflict between online channel and traditional channel becomes more and more salient. While the literature on channel conflict is abundant, the increasingly significant impacts of online customer reviews are rarely considered. Inspired by this, this paper investigates this channel conflict under the impacts of online customer reviews in a dual-channel supply chain, where channel conflict is represented by a dynamic competition between online retailer and traditional retailer, and online customer reviews affect potential customers’ purchase decisions by providing information about retail prices in both channels. What is more, the uncertain impacts of online customer reviews are adopted to be consistent with the reality. On this basis, the stability of equilibrium point, complexity of channel conflict and retailers’ profits are analyzed under two scenarios, depending on whether retailers have distribution information about the uncertain impacts or not. The results highlight the complexity of channel conflict under the impacts of online customer reviews and provide some implications for retailers to cope with online customer reviews.


Systems dynamics Channel conflict Online customer reviews Uncertain effect Risk–return ratio 



The author thanks the reviewers for their careful reading and pertinent suggestions. This research was supported by Co-construction Project of universities in Tianjin (No. 280000156).

Compliance with ethical standards

Conflict of interest

The author declares no conflict of interest regarding the publication of this paper.


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Copyright information

© Springer Nature B.V. 2019

Authors and Affiliations

  1. 1.School of Economics and ManagementHebei University of TechnologyTianjinChina

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