Public Service Experience:A New Trend in the High-Quality Development of China's Public Service
Understanding the epochal changes of China's public service in terms of residents'demand,governance mode,policy objectives and evaluation standards,optimizing public service experience and realizing precise supply of public service are of great practical significance to the construction of a high-quality public service system.Based on the revision of customer experience theory,focusing on meeting the public's differentiated and personalized needs,this paper proposes the concept of public service experience.Public service experience is specifically composed of five parts:sensory experience,utility experience,relational experience,emotional experience and cognitive experience.Influenced by factors such as service quality,service process,characteristics of the service subject and external environment,the enhancement of public service experience should start from the aspects of public service demand management,supply pattern,service scenario and service technology,so as to build the new development paradigm of public service and public governance.
Public ServicePublic Service ExperienceHigh-Quality Development
NETL
NSTL
万方数据
