A slap or a jab: An experiment on viewing uncivil political discussions on facebook

How people perceive malicious comments differently: factors influencing the perception of maliciousness in online news comments

This study proposes a comprehensive model to investigate the factors that influence the perceived maliciousness of online news comments. The study specifically examines individual factors, including demographic characteristics (e.g., gender and age), personality traits (e.g., empathy and attitudes toward online news comments), and reading-related factors (e.g., the amount of news comment reading). Contextual factors such as issue involvement, perceived peer behavior, and the presence of malicious comments in news articles are also considered. The results suggest that most of the proposed variables have a significant impact on the perceived maliciousness of online news comments, except for morality and issue involvement. The findings have important theoretical implications for research on malicious online news comments and provide practical guidelines for online news platforms on how to reduce malicious comments by visualizing them alongside other news comments.

Incivility Is Rising Among American Politicians on Twitter

We provide the first systematic investigation of trends in the incivility of American politicians on Twitter, a dominant platform for political communication in the United States. Applying a validated artificial intelligence classifier to all 1.3 million tweets made by members of Congress since 2009, we observe a 23% increase in incivility over a decade on Twitter. Further analyses suggest that the rise was partly driven by reinforcement learning in which politicians engaged in greater incivility following positive feedback. Uncivil tweets tended to receive more approval and attention, publicly indexed by large quantities of “likes” and “retweets” on the platform. Mediational and longitudinal analyses show that the greater this feedback for uncivil tweets, the more uncivil tweets were thereafter. We conclude by discussing how the structure of social media platforms might facilitate this incivility-reinforcing dynamic between politicians and their followers.

When You Are Wrong on Facebook, Just Admit It

Abstract. Intellectually humble behavior, like admitting when you are wrong, leads to better impression formation. However, online social networks (OSNs) have changed the impression formation process. We investigated the impact of wrongness admission on impression formation during an OSN argument. In four experiments ( N = 679), participants witnessed a user engage in wrongness admission, refuse to admit, or not respond, in an argument on a Facebook wall. Participants reported their impressions of whether they would be willing to interact with the (non)admitting user. User reputation ratings and interaction intentions were higher in the admission (vs. nonadmission) condition. The latter effect was mediated by user reputation ratings. Wrongness admission appears to have a positive impact on impression formation on OSNs.

Effect of online political incivility on partisan attitude: role of issue involvement, moral identity and incivility accountability

Purpose

The study investigates the effect of an uncivil comment made by a party representative on social media and tests whether it can lead to a change in observers' attitude toward the party.

Design/methodology/approach

Data are collected from 196 respondents using a scenario-based survey. Proposed model is tested using partial least square structural equation modeling (PLS-SEM).

Findings

It is found that individual's moral identity and issue involvement influence perceived civility of the online post, which in turn affects attitude toward the party as well as the individual. It is observed that for high partisans, effect of perceived civility on attitude toward the party is stronger compared to low partisans. Party's lack of responsiveness to address the uncivil comment from its representative increases party's incivility accountability and lowers the partisan attitude toward the party.

Originality/value

The study presents a novel understanding of how political party representatives can influence the image of the party by engaging in an uncivil discourse on social media. Results support that strong partisan would react more unfavorably indicating that loyalty toward the party cannot be taken for granted.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-03-2020-0084

Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate

Purpose

The domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers seeking support on brands' social media channels. This type of digital customer service introduces new challenges not found in offline service recovery situations. This research highlights one such occurrence by investigating customer-to-customer (C2C) interactions during digital service recovery. In particular, dysfunctional dialog, such as online incivility (e.g. rude and insulting comments), directed at a complainant by a fellow customer is investigated.

Design/methodology/approach

Survey data from an online panel are utilized to test the hypothesized relationships between dysfunctional customer behavior (i.e. online incivility), C2C interactional justice, customer perceived service climate and three forms of experiential value using partial least squares structural equation modeling (PLS-SEM).

Findings

The results show that customer perceptions of the firm's service climate are negatively affected by online incivility but only when such incivility produces C2C injustice. This outcome is notable due to the strong relationship found between customer perceived service climate and the following three forms of online experiential value: sociability, hedonic and pragmatic value. Thus, a weakened service climate subsequently leads to weakened experiential value for complainants.

Research limitations/implications

The theoretical implications of two nascent constructs, C2C interactional justice and customer perceived service climate, are further developed with reference to digital customer service situations. In particular, given that prior research has focused on customer perceptions of service climate in core consumption situations of enjoyable face-to-face service experiences, it has only considered optimal or extremely positive service climate assessments in non-digital contexts. This study expands the understanding of the customer perceived service climate construct by examining the implications of a sub-optimal service climate in a digital customer service situation of an unenjoyable service experience. The limitations include a small sample size, the use of hypothetical scenarios and a failure situation limited to a single industry.

Practical implications

Managers who oversee social media channels or online communities must be prepared to act upon C2C online incivility. Deeming such communications as innocent online chatter not worthy of company intervention is a mistake, as the results of this study show that such inaction may lead to negative customer perceptions of the digital service environment and harm the customer experience.

Originality/value

This work develops a greater understanding of the importance of C2C interactional justice and customer perceived service climate in online customer service situations that prior research has yet to establish. In particular, previous studies have not investigated the negative effects of a situation that produces sub-optimal customer perceptions of a service climate.