摘要：Existing research has shown that smart mobile devices have undoubtedly expedited the advancement of government services and narrowed distances in government-citizen interaction. However, a significant oversight in prior research lies in the lack of consideration of users' perceptions regarding mobile applications, because some studies have revealed that certain mobile channels fail to offer a user-friendly experience. This study addresses this research gap by conducting a survey experiment to investigate perceived government responsiveness in both smart and human interaction modes. Drawing inspiration from customer value theory, this study argues that the perceived value of government responsiveness comprises both benefits and costs. Our experimental findings first indicate that the public significantly favors the perceived benefits of smart interaction modes over traditional human modes. More importantly, we find that the public perceives smart interaction modes as more effective in eliciting government responses for consultation and suggestions, compared to handling complaints and assistance-related issues. Regarding the perceived costs associated with seeking assistance and lodging complaints, the public exhibits skepticism towards the quality of services provided by mobile methods. In light of these findings, it is crucial for the government to allocate resources judiciously, capitalizing on the strengths of both smart and human modes of interaction, to optimize the government service ecosystem. The government must persist in refining the quality of mobile services and enhance its responsiveness to public demands during the process of government digital transformation.

关键词：Government ResponsivenessHuman Interaction ModeSmart Interaction ModePerceived BenefitsPerceived Costs

DOI：10.1007/s11366-024-09900-7

原文刊载于：JOURNAL OF CHINESE POLITICAL SCIENCE，FEB 2025

WOS链接： https://webofscience.clarivate.cn/wos/woscc/full-record/WOS:001415603700001