The Negative Critical Incidents of Social Network Service: An Exploratory Study

Abstract

The rapid growth of online social network services (SNS) leads to new questions. The purpose of this study is to empirically explore the negative critical incidents of SNS, to present the relationship between those negative critical incidents, and to examine whether differences exist in the perception of SNS between experienced users and unexperienced users. The results find that negative critical incidents can be divided into eight categories. In addition to the familiar privacy problem, the gossip and fatigue are other important problems in the future. The perception of SNS is significantly different between experienced users and unexperienced users.