公共服务人员合法权益维护和“顾客导向”极端化的逻辑悖论--以侵权类公共冲突为例

The Logical Paradox of the Maintenance of Legal Rights and Interests of Public Service Personnel and the Extremeization of"Customer Orientation"——Taking Infringement Public Conflict as An Example

本文通过实地调研以及文献阅读获得相关资料,论证了公共服务人员合法权益维护和"顾客导向"极端化制度安排引发的逻辑悖论及其危害、根源。"顾客导向"极端化的制度安排产生"一损俱损"效应,导致个体、群体与内部顾客多个层面"难以顾客至上",从而背离制度初衷。因此,只有积极、有效维护公共服务人员的合法权益,才能实现公共服务真正与持久的"顾客导向"价值。社会各方应对此逻辑悖论形成清醒、客观的认知,并从根本上促进公共组织考核价值与宗旨的实现,建设真正具有公信力的"顾客满意"的服务型政府。本文的研究创新点在于站在公共服务人员合法权益维护的角度,运用利益相关者理论对此逻辑悖论进行理论与实践分析,并从组织行为学、制度环境角度进行解读,指出逻辑悖论的产生具有其内在必然性与现实性。

This paper obtains relevant materials through field research and literature reading,and demonstrates the logical paradox of the maintenance of the legitimate rights and interests of public service personnel and the"customer-oriented"extreme institutional arrangements,as well as their harm and root causes.The"customer-oriented"extreme system arrangement produces a"one loss and one loss"effect,which leads to"difficult customer first"at multiple levels of individuals,groups and internal customers,thus deviating from the original intention of the system.Therefore,the true and lasting"customer-oriented"value of public services can be realized only by actively and effectively safeguarding the legitimate rights and interests of public service personnel.It is hoped that this article can arouse the sober and objective recognition of this logical paradox,fundamentally promote the realization of assessment value and purpose,and build a truly credible"customer satisfaction"service-oriented government.The research innovation lies in the perspective of maintaining the legitimate rights and interests of public service personnel,uses stakeholder theory to conduct theoretical and practical analysis of this logical paradox,and interprets it from the perspective of organizational behavior and institutional environment,points out that the generation of logic paradox has its inherent inevitability and reality.