王学军,汪鹏

• 1:兰州大学管理学院
• 2:兰州大学中国政府绩效管理研究中心

摘要(Abstract)：

公共服务的“服务属性”,决定了其价值创造取决于服务提供者和使用者间的持续互动，即“价值共创”。而公共服务交付过程中的服务失败现象会影响这一价值共创过程。本研究采用调查实验法，探究公共服务失败对公众参与公共服务价值共创意愿的影响，并检验了过往服务绩效水平在这一过程中的调节作用及政府信任的中介作用。结果表明，与技术失败相比，服务设计失败对政府信任、公众参与价值共创意愿的负面影响更大；政府信任在公共服务失败影响公众参与价值共创意愿的过程中发挥部分中介作用；当过往服务绩效水平较高时，公共服务失败通过政府信任对公众参与价值共创意愿的负向影响更弱。本研究结论与发现不仅为理解公共服务失败的后果提供了新的理论视角，也为治理服务失败和促进公众参与公共服务价值共创提供了有益的启示与建议。

关键词(KeyWords)： 公共服务失败类型;价值共创;过往服务绩效水平;政府信任

Abstract:

Keywords:

基金项目(Foundation): 国家自然科学基金面上项目“公共服务失败的发生机制及其治理：价值共创与行为互动的双重视角”(项目批准号:72374092);; 研究阐释甘肃省第十四次党代会精神专项课题“甘肃加强基层治理现代化的问题、机理与绩效评价研究”(项目批准号:ZD005);; 甘肃省教育厅优秀研究生“创新之星”项目“公共服务失败何以影响公众合作生产参与意愿—基于调查实验的发现”(项目批准号:2023CXZX-027)的资助

作者(Author): 王学军,汪鹏

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