Firestorms: Modeling conflict diffusion and management strategies in online communities
| Autor: | Johann Füller, Julia Hautz, Florian Hauser, Katja Hutter |
|---|---|
| Rok vydání: | 2017 |
| Předmět: |
Information Systems and Management
Knowledge management business.industry media_common.quotation_subject 05 social sciences Management styles Management Information Systems 0502 economics and business Credibility Conflict resolution research Conflict management 050211 marketing Social media Social conflict Assertiveness Business Contingency 050203 business & management Information Systems media_common |
| Zdroj: | The Journal of Strategic Information Systems. 26:285-321 |
| ISSN: | 0963-8687 |
| DOI: | 10.1016/j.jsis.2017.01.002 |
| Popis: | This study aims to provide a better understanding of how organizations can manage public conflict and firestorms in social media spheres. We develop an agent-based simulation model of conflicts in firm-hosted online communities and find that a collaborating conflict management style characterized by high levels of cooperativeness and assertiveness helps to successfully handle conflict. However, the effectiveness of this collaborative style is highly dependent on contingency factors related to the participating individuals and the social structure within the community itself, such as the number of moderators and aggressors present in the community, their credibility, as well as the overall opinion of the community. Depending on these factors, collaborating and accommodating conflict management becomes more or less successful. Under some configurations it is even less effective than more competitive and assertive management styles. Therefore, to successfully handle conflict and restrain the escalation of a firestorm, organizations need to optimally adapt their conflict management style to varying conditions by considering individual-level and community-level characteristics. |
| Databáze: | OpenAIRE |
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