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.

中文翻译：

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在线消费社区的冲突：系统文献综述和未来研究方向

目的

本研究的目的是检查 (1) 如何在在线消费社区的背景下对冲突进行概念化和操作？(2) 已确定的主要冲突管理、解决策略和框架是什么？(3) 相关工作在理论和方法方面的差距是什么，它们对未来的研究有什么影响。

设计/方法/方法

本研究对网络冲突采用了系统的、多学科的文献综述。经过描述性和主题内容分析，它在 6 个科学数据库中检查了过去 20 年的 79 篇同行评审学术文章。

发现

作者基于现有研究中调查的不同治理结构和社会控制机制，提出了基于文献的在线冲突概念化和多级冲突解决矩阵。

原创性/价值

本研究的独创性在于对全球消费社区在线冲突的综合和跨学科观点。