IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v68y2022ics0969698922001618.html
   My bibliography  Save this article

Seekers’ complaint behavior in crowdsourcing: An uncertainty perspective

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698922001618
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2022.103068?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Xinxin Li & Lorin M. Hitt, 2008. "Self-Selection and Information Role of Online Product Reviews," Information Systems Research, INFORMS, vol. 19(4), pages 456-474, December.
    2. Jesse Bockstedt & Cheryl Druehl & Anant Mishra, 2016. "Heterogeneous Submission Behavior and its Implications for Success in Innovation Contests with Public Submissions," Production and Operations Management, Production and Operations Management Society, vol. 25(7), pages 1157-1176, July.
    3. Necati Ertekin & Michael E. Ketzenberg & Gregory R. Heim, 2020. "Assessing Impacts of Store and Salesperson Dimensions of Retail Service Quality on Consumer Returns," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1232-1255, May.
    4. Heng Tang & Xiaowan Lin, 2019. "Curbing shopping cart abandonment in C2C markets — an uncertainty reduction approach," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 533-552, September.
    5. Roman Lukyanenko & Jeffrey Parsons & Yolanda F. Wiersma, 2014. "The IQ of the Crowd: Understanding and Improving Information Quality in Structured User-Generated Content," Information Systems Research, INFORMS, vol. 25(4), pages 669-689, December.
    6. Joel O. Wooten & Karl T. Ulrich, 2017. "Idea Generation and the Role of Feedback: Evidence from Field Experiments with Innovation Tournaments," Production and Operations Management, Production and Operations Management Society, vol. 26(1), pages 80-99, January.
    7. Ron Johnston & Kelvyn Jones & David Manley, 2018. "Confounding and collinearity in regression analysis: a cautionary tale and an alternative procedure, illustrated by studies of British voting behaviour," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(4), pages 1957-1976, July.
    8. Glenn Hoetker, 2007. "The use of logit and probit models in strategic management research: Critical issues," Strategic Management Journal, Wiley Blackwell, vol. 28(4), pages 331-343, April.
    9. Barry L. Bayus, 2013. "Crowdsourcing New Product Ideas over Time: An Analysis of the Dell IdeaStorm Community," Management Science, INFORMS, vol. 59(1), pages 226-244, June.
    10. Natalicchio, A. & Messeni Petruzzelli, A. & Garavelli, A.C., 2017. "Innovation problems and search for solutions in crowdsourcing platforms – A simulation approach," Technovation, Elsevier, vol. 64, pages 28-42.
    11. Yili (Kevin) Hong & Paul A. Pavlou, 2014. "Product Fit Uncertainty in Online Markets: Nature, Effects, and Antecedents," Information Systems Research, INFORMS, vol. 25(2), pages 328-344, June.
    12. Loraine Lau-Gesk & Joan Meyers-Levy, 2009. "Emotional Persuasion: When the Valence versus the Resource Demands of Emotions Influence Consumers' Attitudes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 36(4), pages 585-599, December.
    13. Christian Terwiesch & Yi Xu, 2008. "Innovation Contests, Open Innovation, and Multiagent Problem Solving," Management Science, INFORMS, vol. 54(9), pages 1529-1543, September.
    14. Devi R. Gnyawali & Weiguo Fan & James Penner, 2010. "Competitive Actions and Dynamics in the Digital Age: An Empirical Investigation of Social Networking Firms," Information Systems Research, INFORMS, vol. 21(3), pages 594-613, September.
    15. Tat Koon Koh, 2019. "Adopting Seekers’ Solution Exemplars in Crowdsourcing Ideation Contests: Antecedents and Consequences," Information Systems Research, INFORMS, vol. 30(2), pages 486-506, June.
    16. Norbert Steigenberger & Hendrik Wilhelm, 2018. "Extending Signaling Theory to Rhetorical Signals: Evidence from Crowdfunding," Organization Science, INFORMS, vol. 29(3), pages 529-546, June.
    17. Dargahi, Rambod & Namin, Aidin & Ketron, Seth C. & Saint Clair, Julian K., 2021. "Is self-knowledge the ultimate prize? A quantitative analysis of participation choice in online ideation crowdsourcing contests," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    18. Pollok, Patrick & Lüttgens, Dirk & Piller, Frank T., 2019. "Attracting solutions in crowdsourcing contests: The role of knowledge distance, identity disclosure, and seeker status," Research Policy, Elsevier, vol. 48(1), pages 98-114.
    19. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    20. Anglin, Aaron H. & Short, Jeremy C. & Drover, Will & Stevenson, Regan M. & McKenny, Aaron F. & Allison, Thomas H., 2018. "The power of positivity? The influence of positive psychological capital language on crowdfunding performance," Journal of Business Venturing, Elsevier, vol. 33(4), pages 470-492.
    21. Youngsoo Kim & Ramayya Krishnan, 2015. "On Product-Level Uncertainty and Online Purchase Behavior: An Empirical Analysis," Management Science, INFORMS, vol. 61(10), pages 2449-2467, October.
    22. Mingfeng Lin & Henry C. Lucas & Galit Shmueli, 2013. "Research Commentary ---Too Big to Fail: Large Samples and the p -Value Problem," Information Systems Research, INFORMS, vol. 24(4), pages 906-917, December.
    23. Michael Spence, 1973. "Job Market Signaling," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 87(3), pages 355-374.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lv, Jiancheng & Bi, Gongbing & Xu, Yang, 2023. "Crowdfunding pricing and quality overstatement in the presence of platform regulation," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    2. Li, Zhaotong & Wu, Min & Teo, Chee-Chong & Yuen, Kum Fai, 2024. "An investigation of consumer switching intention on the use of automated courier station from a signaling perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Patel, Chirag & Ahmad Husairi, Mariyani & Haon, Christophe & Oberoi, Poonam, 2023. "Monetary rewards and self-selection in design crowdsourcing contests: Managing participation, contribution appropriateness, and winning trade-offs," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    2. Hu, Feng & Bijmolt, Tammo H.A. & Huizingh, Eelko K.R.E., 2020. "The impact of innovation contest briefs on the quality of solvers and solutions," Technovation, Elsevier, vol. 90.
    3. Tat Koon Koh & Muller Y. M. Cheung, 2022. "Seeker Exemplars and Quantitative Ideation Outcomes in Crowdsourcing Contests," Information Systems Research, INFORMS, vol. 33(1), pages 265-284, March.
    4. Moghaddam, Ehsan Noorzad & Aliahmadi, Alireza & Bagherzadeh, Mehdi & Markovic, Stefan & Micevski, Milena & Saghafi, Fatemeh, 2023. "Let me choose what I want: The influence of incentive choice flexibility on the quality of crowdsourcing solutions to innovation problems," Technovation, Elsevier, vol. 120(C).
    5. Juncai Jiang & Yu Wang, 2020. "A Theoretical and Empirical Investigation of Feedback in Ideation Contests," Production and Operations Management, Production and Operations Management Society, vol. 29(2), pages 481-500, February.
    6. Pollok, Patrick & Lüttgens, Dirk & Piller, Frank T., 2019. "Attracting solutions in crowdsourcing contests: The role of knowledge distance, identity disclosure, and seeker status," Research Policy, Elsevier, vol. 48(1), pages 98-114.
    7. Cheng, Xi & Gou, Qinglong & Yue, Jinfeng & Zhang, Yan, 2019. "Equilibrium decisions for an innovation crowdsourcing platform," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 125(C), pages 241-260.
    8. Ho Cheung Brian Lee & Sulin Ba & Xinxin Li & Jan Stallaert, 2018. "Salience Bias in Crowdsourcing Contests," Information Systems Research, INFORMS, vol. 29(2), pages 401-418, June.
    9. Jiao, Yuanyuan & Wu, Yepeng & Lu, Steven, 2021. "The role of crowdsourcing in product design: The moderating effect of user expertise and network connectivity," Technology in Society, Elsevier, vol. 64(C).
    10. Swanand J. Deodhar & Samrat Gupta, 2023. "The Impact of Social Reputation Features in Innovation Tournaments: Evidence from a Natural Experiment," Information Systems Research, INFORMS, vol. 34(1), pages 178-193, March.
    11. Jesse Bockstedt & Cheryl Druehl & Anant Mishra, 2022. "Incentives and Stars: Competition in Innovation Contests with Participant and Submission Visibility," Production and Operations Management, Production and Operations Management Society, vol. 31(3), pages 1372-1393, March.
    12. Maurer, Joshua D. & Creek, Steven A. & Allison, Thomas H. & Bendickson, Joshua S. & Sahaym, Arvin, 2023. "Affiliation rhetoric and digital orientation in crowdfunding appeals," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    13. Piazza, Mariangela & Mazzola, Erica & Perrone, Giovanni, 2022. "How can I signal my quality to emerge from the crowd? A study in the crowdsourcing context," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    14. Sewaid, Ahmed & Garcia-Cestona, Miguel & Silaghi, Florina, 2021. "Resolving information asymmetries in financing new product development: The case of reward-based crowdfunding," Research Policy, Elsevier, vol. 50(10).
    15. Tekic, Anja & Alfonzo Pacheco, Diana Vilma, 2024. "Contest design and solvers' engagement behaviour in crowdsourcing: The neo-configurational perspective," Technovation, Elsevier, vol. 132(C).
    16. Dahlander, Linus & Beretta, Michela & Thomas, Arne & Kazemi, Shahab & Fenger, Morten H.J. & Frederiksen, Lars, 2023. "Weeding out or picking winners in open innovation? Factors driving multi-stage crowd selection on LEGO ideas," Research Policy, Elsevier, vol. 52(10).
    17. Shuangfa Huang & David Pickernell & Martina Battisti & Thang Nguyen, 2022. "Signalling entrepreneurs’ credibility and project quality for crowdfunding success: cases from the Kickstarter and Indiegogo environments," Small Business Economics, Springer, vol. 58(4), pages 1801-1821, April.
    18. Gillier, Thomas & Chaffois, Cédric & Belkhouja, Mustapha & Roth, Yannig & Bayus, Barry L., 2018. "The effects of task instructions in crowdsourcing innovative ideas," Technological Forecasting and Social Change, Elsevier, vol. 134(C), pages 35-44.
    19. Nirup Menon & Anant Mishra & Shun Ye, 2020. "Beyond Related Experience: Upstream vs. Downstream Experience in Innovation Contest Platforms with Interdependent Problem Domains," Manufacturing & Service Operations Management, INFORMS, vol. 22(5), pages 1045-1065, September.
    20. Pallab Sanyal & Shun Ye, 2024. "An Examination of the Dynamics of Crowdsourcing Contests: Role of Feedback Type," Information Systems Research, INFORMS, vol. 35(1), pages 394-413, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:68:y:2022:i:c:s0969698922001618. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.