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| Symbols | Meaning and description |
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| C1 | Real complaint cost of consumer |
| T1 | Positive handling cost of a mediation platform |
| L1 | Positive handling cost of e-commerce platform |
| U1 | Consumer waiting cost when the mediation platform is handled negatively |
| M | Mediation platform operating cost |
| Y | Other benefits of a mediation platform |
| A | Compensation to the consumers by e-commerce platform (A > C1 > C2) |
| X1 | The increased reputation of the e-commerce platform due to consumer’s satisfaction with the result of processing |
| L0 | Handling costs by the e-commerce platform that have been enrolled |
| D1 | Increased reputation due to positive handling of a real complaint by mediation platform |
| C2 | Distortion complaint cost of consumer |
| T2 | Negative handling cost of a mediation platform (T1 > T2) |
| L2 | Negative handling cost of an e-commerce platform (L1 > L2) |
| U2 | Consumer waiting cost when the e-commerce platform is handled negatively |
| F | Mediation platform service cost for the resident platform |
| B | Other benefits of e-commerce platform |
| J | Loss caused by consumer’s dissatisfaction with the result of a complaint |
| X2 | Loss of reputation of e-commerce platform lost due to consumer’s dissatisfaction with the result of processing |
| Z | Loss of reputation of e-commerce platform due to the consumer’s complaint |
| D2 | Loss of reputation of the mediation platform due to negative handling of a real complaint by the mediation platform |
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