There’s a troll on the information bridge! An exploratory study of deviant online behaviour impacts on tourism cosmopolitanism

Tham, Aaron; Wang, Mingzhong

doi:10.1080/02508281.2017.1298701

Cited by 4 publications

(3 citation statements)

References 103 publications

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“…, 2018), while others propose three (Cook et al. , 2021; Thacker and Griffiths, 2012), four (Bishop, 2014; Tham and Wang, 2017), and five types (Kyriacou, 2016) (see Table 2). One of the more notable conceptualizations of online troll types summarized in Table 2 is Sanfilippo et al.…”

Section: Conceptual Backgroundmentioning

confidence: 99%

“…From psychology (March et al, 2017;Masui, 2019) to marketing (Golf-Papez and Veer, 2022) to informatics (Hong and Cheng, 2018) to tourism (Tham and Wang, 2017) to service management (Bacile, 2020;Ciuchita et al, 2022;Mahr and Huh, 2022), online trolling is a growing area of interest. A review of the online trolling literature identifies three predominant streams of research (Sanfilippo et al, 2018).…”

Section: Online Trollingmentioning

confidence: 99%

“…There is a growing discussion of what content and behaviors constitute trolling, as well as the different forms of trolling which can occur (Golf-Papez and Veer, 2017;Hardaker, 2013;Komac and Ça gıltay, 2019;Kyriacou, 2016;Sanfilippo et al, 2018). This discussion has led to multiple different conceptualizations and proposed types of online trolls with some proposing two types (Sanfilippo et al, 2018), while others propose three (Cook et al, 2021;Thacker and Griffiths, 2012), four (Bishop, 2014;Tham and Wang, 2017), and five types (Kyriacou, 2016) (see Table 2). One of the more notable conceptualizations of online troll types summarized in Table 2 is Sanfilippo et al (2018) who propose "serious," intentionally provocative, and pseudo-sincere behaviors that reflect serious opinions and values, and "humorous," repetitive behaviors motivated by personal or social enjoyment, as two trolling types.…”

Section: Online Troll Typesmentioning

confidence: 99%

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I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations

Mulcahy

Riedel

Keating

et al. 2023

JOSM

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PurposeOnline trolling is a detrimental behavior for consumers and service businesses. Although online trolling research is steadily increasing, service research has yet to thoroughly explore how this behavior impacts businesses. Further, the role of bystanders, consumers who witness a victim (business) being trolled, remains largely unexplored. The purpose of this paper is thus to introduce online trolling to the service literature and begin to identify when (types of online troll content) and why (empathy and psychological reactance) bystanders are likely to intervene and support a service business being trolled by posting positive eWOM.Design/methodology/approachThis research uses a two-study (Study 1 n = 313; Study 2 n = 472) experimental design with scenarios of a service business experiencing online trolling (moral versus sadistic). Participants' responses as bystanders were collected via an online survey.FindingsResults reveal bystanders are more likely to post positive eWOM to support a service organization experiencing sadistic trolling. Psychological reactance is shown to mediate the relationship between trolling type and positive eWOM. Further, spotlight analysis demonstrates that bystanders with higher levels of empathy are more likely to post positive eWOM, whereas bystanders with low levels of empathy are likely to have a significantly higher level of psychological reactance.Originality/valueThis research is among the first in the service literature to specifically explore the consumer misbehavior of online trolling. Further, it provides new perspectives to online trolling by probing the role of bystanders and when and why they are likely to support service organizations being trolled.

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Section: Conceptual Backgroundmentioning

confidence: 99%

Section: Online Trollingmentioning

confidence: 99%

Section: Online Troll Typesmentioning

confidence: 99%

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I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations

Mulcahy

Riedel

Keating

et al. 2023

JOSM

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Detecting fake reviews through topic modelling

Birim

Kazançoğlu²,

Kahraman³

et al. 2022

Journal of Business Research

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Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

Lugosi

2019

Tourism Management

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Drawing on multi-disciplinary literature, this paper provides an integrative review of the concept of deviance, examining its relationship with and application to hospitality management. It synthesises conceptualisations of deviance in the social sciences and applications of the concept in organisational and consumer behaviour research. The paper distinguishes between four sources of deviance in hospitality management: staff, suppliers, customers and external actors, exploring different forms of deviance stemming from each. The subsequent discussion explores multiple antecedents and drivers of deviance, considering how these have been conceptualised in various disciplines at different levels of analysis: organisational; interpersonal, social and cultural; and personality and individual. The critical synthesis identifies diverse themes in the connections between deviance and hospitality management, and their implications for research and practice.

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There’s a troll on the information bridge! An exploratory study of deviant online behaviour impacts on tourism cosmopolitanism

Cited by 4 publications

References 103 publications

I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations

I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations

Detecting fake reviews through topic modelling

Deviance, deviant behaviour and hospitality management: Sources, forms and drivers

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