ArticlePsychology research and behavior management2022
Expectation and Complaint: Online Consumer Complaint Behavior in COVID-19 Isolation.
Article in Psychology research and behavior management, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 2 papers.
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Who cites it
2 citing papers in PubMed, 10 citations in OpenAlex.
- Trapped in the process: procedural justice and emotional escalation in digital citizen-state interactions.Frontiers in psychology · 2026Article
- Internet Addiction and Academic Anxiety Among Chinese College Students During COVID-19: The Mediating Role of Psychological Contract.Psychology research and behavior management · 2023Article
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Authors and funding
4 authors at 1 institution in 1 country.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Purpose: This study aims to articulate the nature of consumer complaining behavior (CCB) by analyzing the mechanism and characteristics of online CCB in COVID-19 isolated environment. Patients and Methods: For the purpose, this study collected data via a web-based questionnaire survey from 408 consumers in Shanghai, China during COVID-19 isolation. Through building and analyzing a structural equation model that consists of six latent variables such as perceived service quality, perceived product quality, customer satisfaction, negative emotion, customer complaint; the study analyzed the basic characteristics of CCB, and focused on the moderation test of consumer expectation to validate its important role in consumer decision-making behavior. Results: First, compared to perceived service quality, perceived product quality has a stronger influence on customer satisfaction and has a weaker influence on negative emotions in the COVID-19 isolated environment. Second, the total influence of perceived product quality on customer complaints is stronger than that of perceived service quality. Third, the direct impact of negative emotions on customer complaints was much stronger than the effect of customer satisfaction on customer complaints. Meanwhile, it can also act as a mediating variable to make customer satisfaction have an additional indirect effect on complaints. Finally, the study also found that consumer expectation can reinforce the influences of customer satisfaction on negative emotions and customer complaints, while it weakens the effect of negative emotions on customer complaints. Conclusion: This study suggests that the classic CCB factors still exert a stable influence on customer complaints through cognitive and emotional response pathways, but the influence difference is obvious in the COVID-19 isolated environment. And the influence processes are significantly moderated by consumer expectation level. Enterprises should conduct more targeted marketing interactions, according to these CCB characteristics.
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Registered trials
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