公民反馈会影响公共服务动机吗?城市服务供给背景下的调查实验证据

IF 3.1 3区 管理学 Q1 INDUSTRIAL RELATIONS & LABOR
Arif Budy Pratama, Retno Dewi Pramodya Ahsani, Catur Wulandari
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引用次数: 0

摘要

尽管人们对公共服务激励(PSM)的研究兴趣与日俱增,但考虑到街道官员与公民之间互动的研究却十分有限。本研究探讨了市民反馈对街道官员公共服务动机的影响。本研究以社会交换理论为基础,认为公民反馈在影响 PSM 方面发挥着关键作用。本研究以印度尼西亚马格朗市的城市服务提供为背景,通过小故事-调查实验,实证检验了公民反馈与 PSM 之间的因果关系。研究结果显示,经验证据表明,市民的积极反馈会提高 PSM,反之,消极反馈则会降低 PSM。这些结果凸显了公民反馈作为另一种管理工具的重要性,它可以激励直接参与提供服务的基层官员。公共管理者也可以利用这些发现作为出发点,设计公共服务中的公民反馈处理系统。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Does Citizen Feedback Influence Public Service Motivation? Evidence From a Survey Experiment in the Context of Urban Service Provisions
Despite the growing interest of research on public service motivation (PSM), limited studies have considered the interaction between street-level bureaucrats and citizens. This study examined the impact of citizen feedback on PSM among street-level bureaucrats. Anchoring on the social exchange theory, this research posits that citizen feedback plays a pivotal role in influencing PSM. Using a vignette–survey experiment in the context of urban service provisions in Magelang city, Indonesia, this study empirically tested the causal relationship between citizen feedback and PSM. The finding reveals empirical evidence that positive citizen feedback enhances PSM, while, conversely, negative feedback diminishes PSM. These results underscore the importance of citizen feedback as an alternative managerial tool to motivate street-level bureaucrats who directly engage in service delivery. Public managers can also use these findings as a starting point to design a citizen feedback handling system in public service delivery.
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来源期刊
CiteScore
6.00
自引率
3.30%
发文量
19
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