Research On Public Emotional Expression Strategy And Government Response To Construction Project-related Environmental Complaints

In the environmental management of construction projects,environmental problems often lead to public complaints,and public complaints show the trend of strategic expression of emotions.Many local governments have made efforts to improve their response behavior according to public emotional expression.However,the problem of inefficient response still exists due to the fact that limited understanding of emotional expression.The government ignores the relationship between emotional expression strategies and response behavior,and still adopts relatively unchanged and formalized response behavior.Therefore,this paper intends to study how the government responds effectively to public emotional expression strategy in the environmental complaints of construction projects,including the emotional expression strategy and mechanism,and the response behavior of the government when facing the emotional expression strategy.This study follows the process of "complaint-response" and explores two main questions,the emotional expression strategy of public complaints and the government response to the emotional expression strategy.Firstly,according to the process characteristics of the generation of emotional expression strategy,based on the theory of stimulus-organism-response,emotion theory and social influence theory,the dual action path of emotion and cognition are outlined,and the conceptual model of the formation mechanism of emotional expression strategies is constructed.The OCC model is introduced to build a discrete emotion recognition framework.Combined with the deep learning method,the discrete emotion in the environmental complaint of the construction project is classified,and the emotional expression strategies are identified.The formation mechanism of the emotional expression strategy is studied using the PLS-SEM method.Then,the interaction among public emotional expression,government response behavior and response effect is analyzed using satisfaction theory,social influence theory and complex adaptive system theory.The paper analyzes the matching relationship between the single emotional expression strategy and the government response through multiple linear regression analysis.Based on the research results of the formation mechanism of the emotional expression strategy,the government response model based on agent simulation is constructed,and system simulation is carried out to obtain the government response model under the multiemotional expression strategy.Finally,policy suggestions for optimizing the government response model are offered.This study draws three main conclusions.Emotional expression strategies in environmental complaints of construction projects are identified.It is found that there are four kinds of emotional expression strategies,magnifying strategy,focusing strategy,behavior strategy and contrast strategy.The magnifying strategy and focusing strategy reflect the changing levels of negative emotional expression from individual emotion to the relational collective,and group collective.Behavior strategy is that individuals express their dissatisfaction with the behavior of the object of complaint using combined complaint,showing the relevance of the complaint object.Contrast strategy reflects the fluctuation of emotional polarity and depicts the emotional path between positive and negative emotions and the degree of emotional contrast in emotional expression strategies.The research expands the connotation of emotional expression strategy from three aspects: emotion level,emotional expression object and emotion polarity fluctuation.The formation mechanism of the emotional expression strategy is constructed.It is found that the formation of emotional expression strategies is influenced by the external environment(residential environment,institutional regulation,social preference),cognition(risk perception,perceived value,government trust)and emotion(environmental anxiety).Risk perception and perceived value positively mediate the effect of the external environment on emotional expression strategy.Compared with perceived value,risk perception plays a more critical role.Government trust negatively moderates the impact of risk perception on expression strategy.Besides,environmental anxiety and perceived value serially mediate the relationship between the external environment and emotional expression strategy,but the influence is weak.The research shows that the formation of an emotional expression strategy follows the dual path of cognition and emotion,and cognitive factors are play more significance role than emotion.However,the formation of emotional expression strategy would be interfered with by emotion and cognition,which means that under the stimulation of the external environment,the accumulation of negative emotion enhances the individual’s value cognition of emotional expression strategy and promotes the formation of emotional expression strategy.The relationship between emotional expression strategy and government response mode is clarified.The research finds that the government response modes in environmental complaints of construction projects include action type,empathy type,rule type and mixed type.Response effects of empathy type,rule type and mixed type are better than action type.There is a common need to increase emotional and rational responses in government response.Under the single emotional expression strategy,compared with the action type,the mixed type reply to focus strategy and contrast strategy can improve the response effect,and the action type reply to behavior strategy is more appropriate.Under the multi-emotional expression strategies,the mixed response is the best,and the effect of adding a rational response is better than the emotional response.The research concludes that the government response should be not only "expression with emotion" but also "tell with reason" to meet the needs of emotional and rational response and also make differentiated responses according to the type and combination of emotional expression strategies.This study introduces the emotional expression of public complaints in the environmental management of construction projects.This study proposes the discrete emotional recognition framework of public complaints,obtains the emotional expression strategy and the formation mechanism of emotional expression strategy,will improve the government’s awareness of the emotional expression strategy of public complaints from the micro level,and lay a solid theoretical foundation for further research on emotional expression in environmental complaints.Through the combination of static analysis and dynamic simulation,the response mode of the government in response to emotional expression strategies is clarified,which provides a reference for the government to make a more accurate and efficient responses,and continuously improve the management capacity of environmental problems in construction projects.