摘要
为弥补现有文献尚未探讨流程透明度与网络回应绩效两者关系的缺失,基于服务品质SERVQUAL量表建构政府网络回应绩效评估体系,以首长信箱为对象,设计单一组后测设计实验,以跟踪观察方式收集实证数据,进而对两者间关系进行实证检验。分析发现,政府网络回应绩效显现分群样态,“网络截访”突出,流程透明度呈现以低度透明为主体的两极分化;流程透明度对网络回应绩效具有显著的影响力;两者间展现出三种关系样态,隐含了照章办事、声誉塑造考量、依靠道德自觉三种行动逻辑;此外,制度承诺对网络回应绩效仅具有限影响。建议重视流程透明度在网络回应服务中的程序价值,尤其要强化网络回应服务的流程约束与正式制度激励。
In order to make up for the lack of existing literature on the relationship between process transparency and network responsive service performance,this study designs network responsive performance evaluation system on a basis of the SERVQUAL scale,takes the chief mailbox as the object,and collects empirical data with a single group post-test design experiment,to test the relationship between process transparency and network responsive performance.The analysis found that the government network responsive performance was in a group clustering pattern,the network intercept of one-way interrupting responsive process is prominent,and process transparency presents two levels of differentiation with low transparency as the main body.And process transparency has a significant impact on network responsive performance,there are three relationship patterns between them:acting according to the bureaucratic rules,reputation shaping considerations and relying on moral consciousness constitute the action logic of dealing with the relationship between process transparency and network responsive performance.In addition,institutional commitments have only limited impact on network responsive performance.It is suggested to attach importance to the procedural value of process transparency in government network responsive service,especially to strengthen the process constraints and formal institutional incentives of network responsive services.
作者
刘江
LIU Jiang(Yango College,Fuzhou University,Fuzhou 350015,Fujian,China;Taiwan Chengchi University,Taipei 11605,Taiwan,China)
出处
《华南理工大学学报（社会科学版）》
2021年第6期108-118,共11页
Journal of South China University of Technology(Social Science Edition)
基金
教育部人文社科青年基金(13YJC630091)。
关键词
首长信箱
政府回应
回应绩效评估体系
流程透明度
网络回应绩效
the chief mailbox
government response
performance assessment system of responsive service
process transparency
network responsive performance
