Conflict in online consumption communities: a systematic literature review and directions for future research

Abstract

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.

Citation

Chandrasapth, K., Yannopoulou, N., Schoefer, K., Licsandru, T.C. and Papadopoulos, T. (2021), "Conflict in online consumption communities: a systematic literature review and directions for future research", International Marketing Review, Vol. 38 No. 5, pp. 900-926. https://doi.org/10.1108/IMR-02-2021-0059