“难以承受的关怀”:政府上门服务为何引发民众不满?“Unbearable Care”: Why does the Government's Door-to-door Service Cause Public Dissatisfaction?
易航宇,孟凡坤
摘要(Abstract)：
以人民为中心的服务型政府建设正在推动公共服务供给模式从被动回应转向主动服务。通常认为政府的主动服务有助于提升民众满意度，但为何在“更进一步”的上门服务中却引发了民众诸多不满?本文从公共服务体验的视角出发，基于两个典型案例揭示了政府上门服务中民众负面体验的生成机制。研究发现，政府上门服务使得民众生活场域转化为政府服务场景，公共服务的行政性与私人生活的社会性发生冲突，行政力量塑造了上门服务中诸多情景压力；政府上门服务也因政府主动作为抬升了民众服务期望，但标准化的统一服务供给无法满足个人差异化的实际需求，民众因此会在服务前后产生期望落差。上门服务中民众的负面体验是政府过度主动行为的产物，对此需要加强公共服务的体验设计，保持政府服务的适当“留白”。
关键词(KeyWords)： 上门服务;公共服务体验;主动服务;服务型政府
基金项目(Foundation): 国家社会科学基金重大项目“社会科学影响公共政策的历史、机制与中国路径研究”(项目批准号:21&ZD174);; 江苏省研究生科研创新计划项目“执法权下放背景下的基层政府自主性研究”(项目批准号:KYCX25＿0121)的资助
作者(Author): 易航宇,孟凡坤
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