The swift response to public complaints is an important policy on improving the social governance pat-tern of"collaboration,participation,and shared benefits".However,in the practice of receiving and handling public complaints in mega-city townships,the complexity of the social structure,the diversity of interest demand,and the va-riety of governance scenarios have led to the frequent occurrence of the strategy behavior.By constructing a"struc-ture-process"analytical framework in the field of mega-city townships,this study analyzes the operational logic of structural coupling,process debugging,and inter-construction and interdependence in the context of swift responses to public complaints.Based on a case study of Town Z in Beijing,it explores three underlying motivations behind the strategy behavior of swift response to public complaints,inlcuding"rationalization of demands+negative evalua-tion"strategy behavior of the claimant,"risk avoidance+informal and simplified governance"strategy behavior of the township government,and the"flexible consultation+passive execution"strategy behavior of the village com-mittee.Finally,this paper proposes configuration of structural elements,optimization of process integration and"structure-process"coordinated governance,the dilemma caused by the double-edged effect of the multi-agent strate-gy behavior of swift responses to public complaints can be alleviated.This paper provides theoretical support for the resolution of practical issues in China's primary-level governance.
关键词
接诉即办/"结构—过程"分析/超大城市/基层治理/双刃效应
Key words
swift responses to public complaints/"structure-process"analysis/mega-city/China's primary-level gov-ernance/double-edged effect
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