The Determinants and Promotion Paths of Municipal Government Service Hotline Quality:An Integrative Multi-method Research from the Perspective of Public Value
The Determinants and Promotion Paths of Municipal Government Service Hotline Quality:An Integrative Multi-method Research from the Perspective of Public Value
The coordinated development of government service hotline(GSH)is critical to the success of holistic digital government construction.Based on the public value theory,we constructed a comprehensive analysis framework,and adopted an integrative multi-method to explore the determinants and high-level development paths of municipal GSH quality.The results show that institutional arrangement,technology application and management ability,public demand,peer competition pressure,as well as organizational financial resources are the positive factors affecting municipal GSH quality.Among them,institutional arrangement,technology application and management ability and public demand are also the core conditions to achieve its high-level performance.There are three high-quality urban GSH development models:environment-driven,value-capability-driven,and comprehensive-driven.To this end,cities with delayed development of GSH should focus on perfecting the institutional arrangement,responding to public demand,creating a learning and competitive atmosphere,enhancing personnel's digital literacy,and constructing GSH according to local conditions.
关键词
政务热线服务质量/公共价值视角/混合研究方法
Key words
government service hotline quality/perspective of public value/integrative multi-method research method
万方数据