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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。
Abstract：The proliferation of AI-enabled public services has reshaped administrative processes and citizen-state interactions, yet public trust in such services remains ambivalent. This study examines how message-sidedness—i.e., whether performance information about AI-enabled public services presents only advantages(one-sided messages) or both advantages and disadvantages(two-sided messages)—influences public trust in the services and government agencies. Drawing on the real-world case of the “instant approval” reform for individual business registration in China, we conducted two survey experiments using traditional manual service as the benchmark.Our empirical findings are threefold. First, message-sidedness significantly affects the persuasive power of relative performance information. One-sided messages, which only highlight efficiency gains of AI services, fail to significantly alter trust in either the services or the government. In contrast, two-sided messages—reporting both shorter processing times and decreased accuracy—significantly reduce trust, suggesting a potential negative bias effect.Second, we identify the dual role of rational cognition and cognitive biases in citizens' performance information processing. Although two-sided messages directly reduce trust, they also improve perceived performance knowledge, which indirectly enhances trust. This mediation effect indicates that rational cognition may partly offset the detrimental impact of negative disclosures. Thus, public trust in AI-enabled services is jointly shaped by reasoned judgment and affective heuristics.Third, we examine confirmation bias via citizens' pre-existing attitudes toward artificial intelligence. Those with higher optimism toward AI are more receptive to positive one-sided messages and less reactive to negative content in two-sided messages. This confirms that prior beliefs systematically moderate the impact of performance communication, underscoring the relevance of tailored messaging. Interestingly, when AI optimism is operationalized specifically as support for government adoption of AI, it paradoxically weakens the trust-enhancing effect of one-sided messages—likely due to heightened expectations and greater disappointment in the face of incomplete information.These results contribute to the growing literature on behavioral public administration by integrating performance management, trust theory, and information processing perspectives. We extend prior research by unpacking how the format and framing of relative performance information, rather than its valence alone, condition citizens' evaluations of AI-enabled services. Practically, the findings imply that governments should abandon one-sided, overly promotional communication strategies when introducing AI reforms. Instead, phased and audience-sensitive messaging—highlighting strengths while transparently acknowledging risks—can both foster trust and prevent future backlash. Moreover, enhancing digital literacy and addressing variation in AI attitudes across subgroups will be essential to securing public legitimacy in the era of algorithmic governance.
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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;König 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。
基本信息:
中图分类号:D630;D63
引用信息:
[1]杜亚斌.智能政务服务的相对绩效信息如何影响公众信任[J].公共管理评论,2026,8(02):147-172.
基金信息:
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
2026-03-27
2026-03-27
2026-03-27