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Seekers’ complaint behavior in crowdsourcing: An uncertainty perspective

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  • Yang, Xi
  • Zhao, Quanwu
  • Sun, Heshan

Abstract

This research aims to understand how task descriptions on crowdsourcing platforms influence seekers’ complaint behavior, which has received little if any attention in research. From an uncertainty perspective, we develop a research model that depicts how seekers’ task description (task description uncertainty), solvers’ expertise (solver uncertainty), and task duration jointly influence seekers’ complaint behavior. The model was tested with real transaction data from ZBJ.com, a popular crowdsourcing platform in China. The results indicate that task description precision can reduce seekers’ complaint behavior while task description completeness counter-intuitively increases complaint behavior. Moreover, solvers’ expertise decreases seekers’ complaint behavior and at the same time attenuates the effects of task description on seekers’ complaint behavior. In addition, task duration negatively moderates the effect of task description completeness on complaint behavior.

Suggested Citation

  • Yang, Xi & Zhao, Quanwu & Sun, Heshan, 2022. "Seekers’ complaint behavior in crowdsourcing: An uncertainty perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    • Handle: RePEc:eee:joreco:v:68:y:2022:i:c:s0969698922001618
    DOI: 10.1016/j.jretconser.2022.103068
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