| 理解在线政务服务失败的成因与影响:一项探索性研究 |
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| 引用本文： | 韩啸,汤志伟.理解在线政务服务失败的成因与影响:一项探索性研究[J].情报杂志,2021(1):171-177,188. |
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| 作者姓名： | 韩啸 汤志伟 |
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| 作者单位： | 电子科技大学公共管理学院 |
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| 基金项目： | 四川省哲学社会科学重点研究基地区域公共管理信息化研究中心项目“突发公共卫生事件背景下政府数据治理能力评价研究”(编号:QGXH20-08);电子科技大学引进骨干教师科研启动基金“政府信息公开能力的生成机制与提升路径:面向中国地方政府的实证研究”(编号:ZYGX2020KYQD002)研究成果之一。 |
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| 摘 要： | 目的/意义]现有研究大多是从服务成功的视角展开分析,尚未对服务失败进行深入讨论,认识上的不足会阻碍实践的提升。该研究旨在透过对失败成因与影响的探究,丰富现有认识,为实践提供参考。方法/过程]通过整合信息系统成功模型与电子商务服务失败模型,将在线政务服务失败的成因划分为信息失败、功能失败、系统失败和服务失败;借助期望不一致理论和“退出-呼吁-忠诚”理论,建立了“成因-期望-行为”为逻辑主线的理论模型。使用问卷收集数据,运用软件Smart PLS进行路径分析,对研究假设进行检验。结果/结论]研究发现:信息、功能、系统和服务四个因素可以很好的解释在线政务服务失败;结果期望不一致、过程期望不一致对退出行为、呼吁行为具有显著影响,但不会对接受行为产生作用;成本期望不一致对这三类行为都会产生显著影响;信息失败、功能失败、系统失败和服务失败对用户行为发挥着不同的作用。
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| 关 键 词： | 政务服务 在线政务服务失败 信息系统成功模型 用户行为 期望不一致 |
Understanding the Causes and Impact of Online Government Service Failure:An Exploratory Study |
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| Han Xiao,Tang Zhiwei.Understanding the Causes and Impact of Online Government Service Failure:An Exploratory Study[J].Journal of Information,2021(1):171-177,188. |
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| Authors: | Han Xiao Tang Zhiwei |
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| Institution: | (School of Public Affairs and Administration,University of Electronic Science and Technology of China,Chengdu 611731) |
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| Abstract: | Purpose/Significance]The perspective of most studies is service success,and there has not been an in-depth study of service failure.The lack of understanding will hinder the improvement of practice.This research aims to enrich the existing knowledge and provide theoretical reference via effective exploration of the causes and impact of service failures.Method/Process]Through the integration of information systems success model and e-commerce service failure model,the causes of online government service failure are divided into information failure,function failure,system failure and service failure;with the use of the expectation disconfirmation theory and the"exit-call-loyalty"theory,a theoretical model with the major logic of"cause-expectation-behavior"is established.The research uses questionnaires to collect data,Smart PLS to conduct path analysis,and tests the research hypothesis.Result/Conclusion]Four factors can well explain the failure of online government services:information,function,system and service.Results and process expectation disconfirmations have a significant impact on exit and appeal.Cost expectation disconfirmation has a significant impact on three types of behaviors of exit,appeal and acceptance.Information failure,function failure,system failure and service failure have different effects on user behaviors. |
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| Keywords: | government service online government service failure information systems success model user behavior expectation disconfirmation |
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