| 其他摘要 | The quality of Public Complaints and Proposals (PCP) work is one of the important indexes of evaluating government service level. The PCP Satisfaction research has practical significance. With the legal process accelerated, the PCP work changed its old practice of taking on everything to paying more attention to the program specification. It encourages people to use the law-related legal way to solve the problem of lawsuit, and strengthens the publicity of the concept of rule of law. However, the change of the PCP procedure which shift from ‘easy to accept but difficult to end’ to ‘difficult to accept but easy to end’, still triggers some dissatisfaction. The author suspects that there are two factors affect the satisfaction in this process. One is the information about the PCP work, the other one is the complainants’ expectations.Based on the ‘Expectancy Disconfirmation Theory’ and the ‘Information Effects’, which are consistent with the focus of this study but conflict with each other, this research builds a theoretical hypothesis model about the effect of information and expectation on PCP satisfaction from the angle of a police PCP servant, and tests the model with two exploratory studies.Study 1 selected the complainants of a city public security organ as the participants, adopted questionnaire and structured interview to examine participants’ information about PCP performance and policies, and their normative and empirical expectation level, and to test their effect on their perceived performance, satisfaction and complain behavior towards PCP work. Study 2 focused on people who had no PCP experience. By manipulating information, we conducted a randomized experiment to examine its effect on perceived performance, satisfaction and complain behavior. The results showed that:Frist, positive performance information had a significantly positive impact on empirical expectations, while policy information had no significant impact on those two kinds of expectations.Second, empirical expectation positively predicted perceived performance, while normative expectation negatively predicted it.Third, normative expectations had a negative impact on satisfaction.Fourth, PCP satisfaction was the result of comprehensive effect of many factors, and their influence under different conditions is not solid. Therefore, practices adopted to improve perceived performance by improving positivity performance information, or to improve satisfaction by reducing normative expectations should be moderate. Otherwise, it may be counterproductive.Based on the conclusions, the researcher puts forward policy suggestions. |
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