The reduction of effective feedback reception due to negative emotions in appeals

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.