服务承诺、政民互动与公民繁文缛节感知

Impacts of Service Commitment and Stakeholder Interaction on Client-Perceived Red Tape in Public Service Delivery

通过中介效果模型检验公共服务传递过程中服务承诺、政民互动与公民繁文缛节感知三者之间的逻辑关系,发现加强政民互动比加强公务人员的服务承诺更能降低公民繁文缛节感知。因此,政府在创新公共服务供给方式的同时,也应加强公务人员与公民之间的良性互动。

This article intends to test the causal relationships between these two causes and client-perceived red tape by u- sing a mediation effect model. The finding is surprising that, controlling the demographic variables, the extent of client-per- ceived red tape is decreased by improving stakeholder interaction rather than enhancing service commitment of civic servant. In other words, governments are supposed to pay more attention to boost the interaction between civic servants and the public than to innovate instruments of public service delivery.