... satisfaction with service recovery (Bacile et al., 2018 ; Dineva et al., 2020). Online incivility Consumer misbehaviours Social media networks Brand community management Facebook moderation Online brand communities (OBCs) situated on social media are described...

... community managers was conducted to explore and interpret their views and their work. Findings Brand community managers aim to increase platform metrics. They encourage interaction between each user and the brand, but not between users. While they execute pre-planned content calendars handling comments...