The downsides of digital labor: Exploring the toll incivility takes on online comment moderators

作者：

Highlights：

• Comment moderation, due to incivility, is a task prone to emotional exhaustion.

• Moderating uncivil comments leads to lower task accuracy.

• It also leads to more emotional exhaustion and lower task satisfaction.

• Mediation effect of emotional exhaustion leads to lower comment moderation accuracy.

• No effect of moderating uncivil comments on flow, an immersive (work) experience.

摘要

•Comment moderation, due to incivility, is a task prone to emotional exhaustion.•Moderating uncivil comments leads to lower task accuracy.•It also leads to more emotional exhaustion and lower task satisfaction.•Mediation effect of emotional exhaustion leads to lower comment moderation accuracy.•No effect of moderating uncivil comments on flow, an immersive (work) experience.

论文关键词：Content moderation,Online incivility,Flow theory,Online news comments,Emotional exhaustion,Comment moderation

论文评审过程：Received 21 August 2019, Revised 10 January 2020, Accepted 13 January 2020, Available online 22 January 2020, Version of Record 3 February 2020.

论文官网地址：https://doi.org/10.1016/j.chb.2020.106262