Enterprise social media (ESM) is an emerging platform based on Web 2.0 that allows employees to communicate and collaborate. Despite its numerous opportunities and benefits, there is a growing awareness of the “dark side” of the improper use of ESM in organizations. However, the findings in this aspect remain fragmented in prior literature. Our study attempts to address this research gap by capturing the dark side of ESM’s misuse from a conflict-based perspective through a comprehensive literature review of existing literature. We systematically classify different conflicts in ESM’s use, their antecedents, and subsequent negative outcomes and propose specific measures to mitigate them. On these grounds, we develop a holistic conceptual framework to clarify the relationship between these research constructs. Our research indicates that the conflicts in ESM’s use are primarily caused by inappropriate use behavior, prompted by technical characteristics. In addition, we synthesize the negative outcomes of the conflicts with a focus on the individual level from both psychological and behavioral perspectives. Our paper identifies possible opportunities for future research and provides a useful basis to further investigate the dark side of ESM’s misuse. Employees and organizations can also use our conceptual framework to better understand the causes and consequences of conflicts in the use of ESM and develop corresponding measures to mitigate them.

企业社交媒体 (ESM) 是一个基于 Web 2.0 的新兴平台，允许员工进行交流和协作。尽管有许多机会和好处，但人们越来越意识到组织中不当使用 ESM 的“阴暗面”。然而，这方面的发现在先前的文献中仍然是零散的。我们的研究试图通过对现有文献的全面文献回顾，从基于冲突的角度捕捉 ESM 滥用的阴暗面，从而解决这一研究空白。我们系统地对 ESM 使用中的不同冲突、其前因和随后的负面结果进行了分类，并提出了减轻这些冲突的具体措施。基于这些理由，我们开发了一个整体的概念框架来阐明这些研究结构之间的关系。我们的研究表明，ESM 使用中的冲突主要是由技术特性引发的不当使用行为引起的。此外，我们综合了冲突的负面结果，并从心理和行为的角度关注个人层面。我们的论文确定了未来研究的可能机会，并为进一步调查 ESM 滥用的阴暗面提供了有用的基础。员工和组织也可以使用我们的概念框架来更好地了解 ESM 使用过程中冲突的原因和后果，并制定相应的措施来缓解这些冲突。我们综合冲突的负面结果，并从心理和行为角度关注个人层面。我们的论文确定了未来研究的可能机会，并为进一步调查 ESM 滥用的阴暗面提供了有用的基础。员工和组织也可以使用我们的概念框架来更好地了解 ESM 使用过程中冲突的原因和后果，并制定相应的措施来缓解这些冲突。我们综合冲突的负面结果，并从心理和行为角度关注个人层面。我们的论文确定了未来研究的可能机会，并为进一步调查 ESM 滥用的阴暗面提供了有用的基础。员工和组织也可以使用我们的概念框架来更好地了解 ESM 使用过程中冲突的原因和后果，并制定相应的措施来缓解这些冲突。