高虒源

• 1:清华大学公共管理学院

摘要(Abstract)：

一线公共服务通常在街头官僚与民众的语言互动中完成。行政语言研究已经充分探讨了语言的内容维度对街头官僚自由裁量决策的影响，但较少关注语言的形式维度，尤其缺乏对口音等语音特征影响自由裁量决策的系统考察。基于社会语言学与公共服务动机的理论视角，本研究利用交通类警情通话的系统抽样录音数据，经人工编码获得1217份有效样本。定量分析发现，接警员在语言互动中使用普通话标准音会显著提升其额外派警概率。这表明，接警员的自由裁量并未受到相同口音激发的文化认同影响，而更可能受标准音使用激活的公共服务身份认知影响。进一步的条件效应分析表明，只有在警力资源相对充足时，口音经由身份认知影响接警员决策的效应才显著。研究表明，作为语言形式维度的重要组成部分，语音特征会对街头官僚的自由裁量决策产生显著影响，并为一线公共服务的标准化、规范化建设提供理论启示。

关键词(KeyWords)： 行政语言;一线公共服务;口音;角色身份;自由裁量决策

Abstract:

Keywords:

基金项目(Foundation): 国家自然科学基金重点项目“重大突发事件协同研判与决策机制研究”(项目批准号:72134003);; 清华大学自主科研计划文科专项课题“基于多模态分析的制度性互动冲突机理研究”(项目批准号:2024THZWJC13)的资助

作者(Author): 高虒源

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