‘Troll alert!’: provocation and harassment in tourism and hospitality social media

Mkono, Muchazondida (2015) ‘Troll alert!’: provocation and harassment in tourism and hospitality social media. Current Issues in Tourism, 1-14. doi:10.1080/13683500.2015.1106447

Author Mkono, Muchazondida
Title ‘Troll alert!’: provocation and harassment in tourism and hospitality social media
Journal name Current Issues in Tourism   Check publisher's open access policy
ISSN 1368-3500
Publication date 2015-11-04
Sub-type Article (original research)
DOI 10.1080/13683500.2015.1106447
Open Access Status Not Open Access
Start page 1
End page 14
Total pages 14
Place of publication Abingdon, United Kingdom
Publisher Routledge
Collection year 2016
Language eng
Abstract With the advent of Web 2.0, social media have emerged as new spaces of hybrid interaction, comprising customer-to-customer, as well as customer-to-business/service-provider communicative exchanges. In the best case scenario, social media sites are communities where members find and share information, experience a sense of belonging, and provide mutual support. However, in many instances, the relatively anonymous nature of social media relieves some of the inhibitions of social interaction, resulting in negative behaviours such as harassment (for instance, in the form of trolling), flaming, and hate speech. This paper examines the phenomenon of trolling as a form of online provocation and harassment which targets users (including customers and businesses) in tourism social media spaces. Trolling remains largely unaddressed in the context of tourism (and hospitality) social media. Specifically, drawing data from TripAdvisor and other online media, the paper examines the incidences of (perceived) trolling and considers TripAdvisor's responses to trolling behaviours.
Keyword Fake reviews
Online harassment
Tourism/hospitality social media
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2016 Collection
UQ Business School Publications
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Citation counts: Scopus Citation Count Cited 0 times in Scopus Article
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