Zhang, Peide;
Peng, Binbin;
Mi, Zhifu;
Lin, Zhongguo;
Du, Huibin;
Cheng, Lu;
Zhou, Xiafei;
(2024)
The reduction of effective feedback reception due to negative emotions in appeals.
Humanities and Social Sciences Communications
, 11
, Article 502. 10.1057/s41599-024-03009-1.
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Abstract
Citizens’ daily appeals are generally accompanied by negative sentiment, yet little is known about the impact of negative emotions on official response behaviors in a closed online environment. This study analyzed over 2.6 million environmental appeals and their handling records from China’s closed complaint platform to explore how individual negative emotions affect department response behaviors. The results showed that negative emotions could cause departments to respond more rapidly and decrease the likelihood of the citizens receiving department assistance. Whether the appeal can be handled efficiently also depends on the oversight of the department and the respondent’s implementation. Negative emotion towards the department is more likely to lead to a failed handling of the appeal. In addition, when citizens face serious hazards, such as health risks, negative emotions are understandable. Negative emotional appeals concerning health risks receive more time and effective intervention by departments. This paper sheds light on the role of negative emotions in shaping feedback and provides suggestions for improving individual appeal expression and departmental response behavior.
| Type: | Article |
|---|---|
| Title: | The reduction of effective feedback reception due to negative emotions in appeals |
| Open access status: | An open access version is available from UCL Discovery |
| DOI: | 10.1057/s41599-024-03009-1 |
| Publisher version: | https://doi.org/10.1057/s41599-024-03009-1 |
| Language: | English |
| Additional information: | This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/. |
| UCL classification: | UCL UCL > Provost and Vice Provost Offices > UCL BEAMS UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment |
| URI: | https://discovery.ucl.ac.uk/id/eprint/10190925 |
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