Journal of Northeastern University(Social Science) ›› 2024, Vol. 26 ›› Issue (4): 73-84.DOI: 10.15936/j.cnki.1008-3758.2024.04.009

• Politics and Public Management • Previous Articles     Next Articles

The Determinants and Promotion Paths of Municipal Government Service Hotline Quality: An Integrative Multi-method Research from the Perspective of Public Value

LI Jiangping1, LEI Hongzhu2,3   

  1. (1. Zhou Enlai School of Government, Nankai University, Tianjin 300350, China; 2. School of Public Administration, University of Electronic Science and Technology of China, Chengdu 611731, China; 3. Shenzhen Institute for Advanced Study, University of Electronic Science and Technology of China, Shenzhen 518110, China)
  • Published:2024-09-03
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Abstract: The coordinated development of government service hotline (GSH) is critical to the success of holistic digital government construction. Based on the public value theory, we constructed a comprehensive analysis framework, and adopted an integrative multi-method to explore the determinants and high-level development paths of municipal GSH quality. The results show that institutional arrangement, technology application and management ability, public demand, peer competition pressure, as well as organizational financial resources are the positive factors affecting municipal GSH quality. Among them, institutional arrangement, technology application and management ability and public demand are also the core conditions to achieve its high-level performance. There are three high-quality urban GSH development models: environment-driven, value-capability-driven, and comprehensive-driven. To this end, cities with delayed development of GSH should focus on perfecting the institutional arrangement, responding to public demand, creating a learning and competitive atmosphere, enhancing personnel's digital literacy, and constructing GSH according to local conditions.

Key words: government service hotline quality; perspective of public value; integrative multi-method research method

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