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Free Speech and the Case for Regulating Online Reviews of Professional Services in the United States 

Abstract

The relevance of online reviews to businesses is increasing exponentially. Firms have been forced to recognise that online reviews have become a necessary method of attracting new consumers. In contrast to traditional advertising, however, businesses do not control online reviews; instead, individual consumers control them. The involuntary relinquishment of this control is especially problematic to providers of professional services simply because the assessment of professional services is complicated. The primary issues stem from the inherent characteristics of services – intangibility, variability, perishability and inseparability – combined with the asymmetry in the review process. These factors contribute to a significant imbalance, where negative reviews disproportionately impact businesses, often with minimal accountability for the reviewer. This disparity is exacerbated by the permanence and widespread dissemination of online reviews, which can continue to affect a business long after the initial issue has been resolved. Notwithstanding their defective nature and their very significant negative impact on individuals and markets, online reviews are afforded the status of protected free speech. This article argues that the traits of reviews of professional service specifically resemble those of the non-rebuttable type of speech included in the categories of unprotected speech. As such, this article argues that online reviews of professional services should be regulated to safeguard the reputation and livelihood of professionals from unscrupulous, undiscerning reviewers.

Published: 2024-11-27
Pages:139 to 155
Section: Articles
How to Cite
Pate, Richard L, and Claudio Schapsis. 2024. “Free Speech and the Case for Regulating Online Reviews of Professional Services in the United States  ”. Law, Technology and Humans 6 (3):139-55. https://doi.org/10.5204/lthj.3696.

Author Biographies

Sacred Heart University
United States United States

Associate Professor Richard L. Pate teaches human resource law and business management law. Mr. Pate is also a practicing attorney in the U.S. where for the past 30 years has practiced in the area of employment law and business law.  Mr. Pate holds a juris doctorate from Quinnipiac University School of Law, CT.

Sacred Heart University
United States United States

Dr. Claudio Schapsis leverages over 20 years of experience in digital marketing to explore how technology influences human behavior and interaction. His research focuses on augmented reality, the metaverse, artificial intelligence and NFTs in transforming consumer experiences. Dr. Schapsis holds a BSc and MBA from the Technion – Israel Institute of Technology and a doctorate from Pace University, NYC.

 

Open Access Journal
ISSN 2652-4074