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The purpose of this paper is to explore the dark side of news community forums: the proliferation of opinion manipulation trolls. In particular, it explores the idea that a user who is called a troll by several people is likely to be one. It further demonstrates the utility of this idea for detecting accused and paid opinion manipulation trolls and their comments as well as for predicting the credibility of comments in news community forums.

The authors are aiming to build a classifier to distinguish trolls vs regular users. Unfortunately, it is not easy to get reliable training data. The authors solve this issue pragmatically: the authors assume that a user who is called a troll by several people is likely to be such, which are called accused trolls. Based on this assumption and on leaked reports about actual paid opinion manipulation trolls, the authors build a classifier to distinguish trolls vs regular users.

The authors compare the profiles of paid trolls vs accused trolls vs non-trolls, and show that a classifier trained to distinguish accused trolls from non-trolls does quite well also at telling apart paid trolls from non-trolls.

The troll detection works even for users with about 10 comments, but it achieves the best performance for users with a sizable number of comments in the forum, e.g. 100 or more. Yet, there is not such a limitation for troll comment detection.

The approach would help forum moderators in their work, by pointing them to the most suspicious users and comments. It would be also useful to investigative journalists who want to find paid opinion manipulation trolls.

The authors can offer a better experience to online users by filtering out opinion manipulation trolls and their comments.

The authors propose a novel approach for finding paid opinion manipulation trolls and their posts.

In e-commerce, consumers have begun to rely on the opinions of fellow consumers who posted through online consumer reviews to a reputation management system. An ethical concern has arisen in the use and abuse of these new systems. We examine the underlying ethical issues that entrepreneurs are confronting in this time of surging e-commerce. Using 32 vignettes, one for each cross-section of our research construct framework, followed by two Likert scales for respondents to indicate their agreement with the action described from both the perspective of ethicality and professional acceptability, we received responses for 1,252 vignettes, which generated a dataset of 2,504 data points. The results of our pilot study suggest that the ethical considerations for business professionals conducting business online are more nuanced and complex than conventional wisdom on the subject might suggest. While 60 research subjects are small, the use of paired vignettes in our survey allowed us to measure at least 1,000 paired responses for each research construct. The results have the potential of revealing how young professionals have been conditioned by the prevalence of web-based interactions and the anonymity they afford participants, as well as the degree to which they rationalize the misrepresentation of information by business professionals for the purpose of manipulating consumers’ purchasing decisions in order to drive sales. If consumers’ trust in reputation management systems erodes, the result could be a collapse of the entire system as a meaningful source of information. We also demonstrate the tolerance of what is deemed ethical versus professionally acceptable with online business practices.

The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations.

Data were gathered through a series of semi-structured in-depth interviews with managers representing different banks with profound insight in the banks’ digitalisation process and its effects on customer relations/satisfaction and digitalisation.

The results showed that half of the respondents experienced the same area posing the greatest challenge. This was rooted in the perceived insecurity around what the bank assumed to know about its customers’ proficiency and experiences, and what the customers appeared to actually know.

This study was conducted as an Interpretative Phenomenological Analysis (IPA) study of various major Swedish banks, which may limit the external validity of its results. Other limitations are also discussed in the paper.

By identifying the aspects of a digital banking that bank managers perceive to be more advantageous or challenging towards cultivating the relationship with its customers, bank managers should garner an awareness of being able to more effectively develop appropriate strategies in addressing the bank’s customers.

The area is vastly under-researched. The study contributes to the literature of digital channels and its perceived effects on customer loyalty from a managerial perspective. The results show that some of the present customer loyalty theory needs to be revised in order to accommodate for the era of digitalisation.

The purpose of this paper is to analyse the relationship between the characteristics of a blog community and the enabling conditions of knowledge conversion using the knowledge creation cycle and the enabling context (ba) in which knowledge is converted from individual to collective and from tacit to explicit.

A literature review is used to identify environmental factors and enabling conditions for knowledge conversion and the sense of community within blog communities as well as a blog‐based virtual ethnography of a blog community.

The paper proposes ten potential enabling conditions that influence the sense of community in blog environments, and which facilitate the ba of socialisation (originating ba) and externalisation (conversing ba) necessary for conversion of tacit knowledge between individuals.

This study observed one blog community over a five‐month period of time. Future research could be extended to examine multiple networked blog communities from the inception of the communities.

Previous research on the ability of virtual environments to facilitate ba for tacit knowledge conversion is limited. The paper develops an important connection between virtual environments and tacit knowledge conversion, which have implications for organisations whose members are not physically co‐located but must share knowledge.

Purpose – We build on prior research of social movement communities (SMCs) to conceptualize a new form of cultural support for activism – the social movement online community (SMOC). We define SMOC as a sustained network of individuals who work to maintain an overlapping set of goals and identities tied to a social movement linked through quasi-public online discussions.

Method – This paper uses extensive data collected from Stormfront, the largest online community of white nationalists, for the period from September 2001 to August 2010 totaling 6,868,674 posts. We systematically analyzed the data to allow for a detailed depiction of SMOCs using keyword tags. We also used Stata 11 to analyze descriptive measures such as persistence of user presence and relation of first post to length of stay.

Findings – Our findings suggest that SMOCs provide a new forum for social movements that produces a unique set of characteristics. Nevertheless, many characteristics of SMOCs are also in line with conventional offline SMCs.

Originality of the paper – This research broadens our understanding of the differences between online and offline SMCs and presents the special case of the SMOC as a way for scholars to conceptualize and study social movements that use the Internet to form their collective identity.