“满意悖论”的探索性解释:反公共部门偏差及其机制

政民互动过程中存在公众主观评价与政府客观绩效相背离的“满意悖论”,是政府行为作用于公民体验的另类表现。行为公共绩效是一种新取向,研究信息数据性质、个体特征、社会及政治背景如何影响公民对公共部门的感知、满意度、期望、决策及行为,强调从信息加工过程分析绩效信息使用中的认知局限和偏差,成为理解“满意悖论”的独特视角。反公共部门偏差作为行为公共绩效研究重点关注的偏差类型,是解释“满意悖论”的关键,更是政府部门向公众展示良好绩效时亟需应对的挑战。本文从行为公共绩效视角出发,澄清反公共部门偏差的概念内涵、介绍其测量方式,进而提出整合性解释框架。

The“satisfaction paradox”,means public's subjective evaluation deviates from the objective performance of the government,which exists in the process of the government-citizen interaction,is an unique manifestation of the government behavior on the citizen experience.Behavioral Public Performance(BPPe)is a new approach,which studies how the nature of information data,individual characteristics,social and political background affect citizens'perception,satisfaction,expectation,decision-making and behavior of public sector,emphasizes the analysis of cognitive limitations and biases in the use of performance information from the perspective of information processing,which becomes a unique perspective to understand the“satisfaction paradox”.Anti-public sector bias,as a type of bias which BPPe research highly focused on,is not only the key to explain the“satisfaction paradox”,but also an urgent challenge for government departments to show good performance to the public.From the perspective of BPPe,this paper clarifies the concept of anti-public sector bias,introduces its measurement methods.