As a recommender system, Metacritic (metacritic.com) quantifies and aggregates reviews of entertainment products. The metascore published by Metacritic is controversial in its process for gathering, translating, and aggregating reviews. This study aims to assess the quality of Metacritic's scoring of movie critics’ reviews. By using a mixed methods approach integrating content analysis and multilevel analysis, we found that the movie review scores assigned by Metacritic reflecting the reviews’ semantic contents, being unbiased across the critics, and differentiating the movies reviewed. The paper provides, also, both theoretical implications, referred to an original framing of professional reviews in the service science, service systems and service quality; and practical implications related to the potential customers and for the entertainment industry.

作为推荐系统，Metacritic（metacritic.com）量化并汇总了娱乐产品的评论。Metacritic发布的metascore在收集，翻译和汇总评论的过程中存在争议。这项研究旨在评估Metacritic对电影评论家的评论打分的质量。通过将内容分析和多层次分析相结合的混合方法，我们发现Metacritic分配的电影评论分数反映了评论的语义内容，在评论家之间没有偏见，并且使评论的电影与众不同。本文还提供了理论上的暗示，它们指的是服务科学，服务系统和服务质量方面的专业评论的原始框架。