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Keywords: Bystander
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2023) 34 (5): 1064–1087.
Published: 20 June 2023
... impacts businesses. Further, the role of bystanders, consumers who witness a victim (business) being trolled, remains largely unexplored. The purpose of this paper is thus to introduce online trolling to the service literature and begin to identify when (types of online troll content) and why (empathy...
