Conflict in online consumption communities: a systematic literature review and directions for future research
本文系统综述了79篇过去20年的同行评审文章，分析了在线消费社区中冲突的概念化、操作化及管理策略，提出了多层级冲突解决矩阵，为未来研究指明方向。
Purpose The purpose of this study sets out to examine (1) how have conflicts been conceptualized and operationalized within the context of online consumption communities? (2) what are the main conflict management, resolution strategies and frameworks that have been identified? and (3) what are the gaps in the relevant body of work in terms of theoretical and methodological dimensions, and what implications do they have for future research. Design/methodology/approach This study adopts a systematic and multidisciplinary literature review of online conflicts. Following a descriptive and thematic content analysis, it examines 79 peer-reviewed scholarly articles of the past 20 years within 6 scientific databases. Findings The authors propose a literature-based conceptualization of online conflicts and a multi-level conflict resolution matrix based on the different governance structures and social control mechanisms investigated in extant research. Originality/value The originality of this study lies in the integrative and interdisciplinary view of online conflict in global consumption communities.