Sympathy for the Devil: Serial Mediation Models for Toxicity, Community, and Retention

Disruptive behaviors in online gaming communities are a growing concern, affecting player experience, retention, and well-being. While previous research has primarily focused on the victims’ experiences, this study examines the psychological mechanisms underlying the attitudinal and behavioral responses to both encountering disruptive behaviors and being flagged for such behaviors, as well as the effects on retention. The study retrieved longitudinal telemetry records of player reporting and gameplay data from the North American server of a popular competitive player vs. player multiplayer online game, coupled with a psychometric survey of a randomly selected sample of 1,217 players. Based on the rejection-disidentification model, this research identifies a shared pathway for both reporting and being reported for disruptive behavior. Our findings support a serial mediation model where both experiences are linked to decreased player engagement. This reduced engagement, reflected in diminished participation in game battles over time, is mediated by perceived discrimination and a reduced sense of community. Moreover, drawing on the concept of procedural justice from the group engagement model, the study delineates unique pathways for the disengagement process for reporters and those reported. Being flagged for disruptive behavior leads to a significant drop in sustained engagement through a decreased sense of community, which is not the case for reporting disruptive behavior. The article concludes with a discussion of the theoretical and practical implications of these findings.