耦合视域下政府公共服务的评估体系与质素模型——香港、澳门、台湾多案例的扎根理论分析

Based on the Coupling Mechanism Assessment System and Quality Model of Government Public Service:A Case Study of the Hong Kong,Macao and Taiwan——Based on the Coupling Mechanism Assessment System and Quality Model of Government Public Service

政府公共服务评估是政府公共管理效能的题中之义,香港、澳门、台湾在公共服务提供与监管上的实践经验和特色做法对中国政府提升公共服务质素具有重要的现实意义。以耦合效应为切入点,发掘出香港、澳门、台湾各具特色的公共服务提供与提升系统,提炼出公共服务的评估体系与质素模型。具体而言,耦合视角下香港、澳门、台湾的公共服务依托于其评估体系和质素模型,前者关系到公共服务的质量提升,后者影响到公共服务的有效提供,而耦合效应有机整合了公共服务的提供与提升,带来公共服务的螺旋发展态势。港澳台三地的公共服务均呈现出三层结构和耦合效应,但在结构具体内容和耦合作用路径上存在各自的特点。

The government public service quality is very important to the efficiency of government public management. Hong Kong,Macao and Taiwan has the practical experience and characteristics in the supervision of public service,which has important practical significance to the government in China. Take Hong Kong,Macao,Taiwan as an example,this paper concluded assessment system and quality model of government public service which has three layer architecture,and found that Hong Kong,Macao,Taiwan had their own characteristics in Service evaluation model.