公共服务遭遇的语言特征:行政语言口语如何影响公民满意度

IF 5.2 1区 管理学 Q1 POLITICAL SCIENCE
Steffen Eckhard, Laurin Friedrich
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引用次数: 0

摘要

行政语言口语是公民与国家关系中的一个关键因素,特别是在提供公共服务期间官员与公民之间面对面的互动时。但之前的工作对街头官僚主义的语言特征提供的见解很少。根据传播学研究,我们认为行政语言在关系语言和信息语言两方面都有所不同。为了检验这一理论的结果,我们设计了一个阶乘调查实验,其中有1,402名德国公民的代表性样本。参与者评估了假设服务遭遇的录音,我们系统地改变了官方和服务决策使用的语言,衡量参与者的服务满意度作为主要结果。基于回归分析,我们发现行政语言的关系要素对公民满意度有提高作用,且与服务结果无关,但对信息要素的影响不成立。这些发现强调了关系沟通在公民与国家互动中的重要性,而这在公共行政理论和实践中往往被忽视。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Linguistic features of public service encounters: How spoken administrative language affects citizen satisfaction
Spoken administrative language is a critical element in the relationship between citizens and the state, especially when it comes to face-to-face interactions between officials and citizens during the delivery of public services. But preceding work offers little insights on the verbal features of street-level bureaucracy. Drawing on communication studies, we argue that administrative language differs along both a relational and an informational linguistic component. To test the consequentiality of this theory, we design a factorial survey experiment with a representative sample of 1,402 German citizens. Participants evaluated audio recordings of a hypothetical service encounter where we systematically varied the language used by the official and the service decision, measuring participants’ service satisfaction as the main outcome. Based on regression analysis, we find that relational elements of administrative language improve citizen satisfaction, independent of the service outcome, but that the effect does not hold for the informational component. These findings emphasize the importance of relational communication in citizen-state interactions, which tends to be neglected in public administration theory and practice.
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来源期刊
CiteScore
8.50
自引率
11.90%
发文量
46
期刊介绍: The Journal of Public Administration Research and Theory serves as a bridge between public administration or public management scholarship and public policy studies. The Journal aims to provide in-depth analysis of developments in the organizational, administrative, and policy sciences as they apply to government and governance. Each issue brings you critical perspectives and cogent analyses, serving as an outlet for the best theoretical and research work in the field. The Journal of Public Administration Research and Theory is the official journal of the Public Management Research Association.
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