杜亚斌

• 1:湖南大学公共管理学院

摘要(Abstract)：

与人工服务相比,算法驱动的智能政务服务既有优势,又有不足,一定程度上导致了算法欣赏与算法厌恶并存的现象。因此,为探究智能政务服务相比人工服务的相对绩效信息对公众信任的影响,本文基于个体工商户“秒批”改革这一现实案例,开展两项调查实验,以传统人工服务作为参照点,实证检验智能政务服务的相对绩效信息对公众信任(包括算法信任和政府信任)的影响及作用机制。研究发现如下。(1)信息面向会显著影响相对绩效信息对公众信任的作用,仅呈现智能政务服务相对优势的单面相对绩效信息不会显著影响公众算法信任和政府信任,而同时呈现智能政务服务相对优势与不足的双面相对绩效信息则显著降低了公众信任。(2)尽管双面相对绩效信息对公众信任的直接效应为负,但其仍能通过提升主观绩效认知间接提升公众信任,这表明理性认知对绩效信息作用具有重要影响。(3)在确认偏差与反确认偏差的双重影响下,公众对人工智能的乐观倾向增强了单面相对绩效信息的正向影响,削弱了双面相对绩效信息的负向影响。上述发现丰富了智能政务服务场景中的绩效信息研究,揭示了理性与非理性因素对公众绩效信息处理的共同作用,凸显出智能政务服务推广过程中信息沟通策略的重要性。

关键词(KeyWords)： 智能政务服务;相对绩效信息;信息面向;认知偏差;政府信任

Abstract:

Keywords:

基金项目(Foundation): 国家社会科学基金青年项目“智能政务服务与政府信任的技术社会学研究”(项目批准号:24CSH011)的资助

作者(Author): 杜亚斌

参考文献(References)：

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• (1)中国政府网:《深圳市市场监管局在全国率先开展个体工商户“秒批”服务》,2019年3月26日,http://www.gov.cn/xinwen/2019-03/26/content_5377778.htm,2025年2月13日访问。 (2)这一实验操纵的内容来源与基本信息部分相同。 (3)双面相对绩效信息组的文本内容参考了吴进进和何包钢(2023)。 (4)感谢匿名评审人对这一点的指正和建议。 (5)此处对结果准确率的操纵并非来自真实统计数据,而是根据实验需要,参照已有研究(Horvath et al.,2023;K??nig et al.,2024)进行的折中设定。 (6)由上述分析可知,双面相对绩效信息对公众信任的直接效应为负,通过主观绩效认知对公众信任产生的间接效应为正,因此主观绩效认知实际在双面相对绩效信息与公众信任之间发挥遮掩效应而非中介效应。但因为在统计分析意义上的区别不大,为避免表述混乱,此处仍使用中介效应的表述。