重大公共卫生事件背景下公众服务安全感知的度量研究  

Measuring Public Perception of Service Safety During Major Public Health Events

作　　者：白卫静 左文明[1,2] 陈飞扬 丘心心 BAI Weijing;ZUO Wenming;CHEN Feiyang;QIU Xinxin(South China University of Technology,Guangzhou,China;Pazhou Lab,Guangzhou,China)

机构地区：[1]华南理工大学电子商务系,广州市510006 [2]人工智能与数字经济广东省实验室(广州),广州市510335

出　　处：《管理学报》2025年第1期145-155,共11页Chinese Journal of Management

基　　金：国家社会科学基金资助项目(20FGLB034);广州市哲学社会科学规划资助项目(2023GZYB16);华南理工大学哲学社会科学跨学科特色领域培育项目(x2dsD624215011)。

摘　　要：运用扎根理论对微博数据进行多级编码,构建服务安全理论框架,并结合BERT模型从另一数据集中提取服务安全信息,计算“服务安全感知指数”以量化公众服务安全感知水平。研究表明,服务安全包括身体生命、资金财务和情感心理安全。服务安全涵盖7个核心类属,前3类为保护服务安全的措施,后4类为影响措施实施的条件。服务安全各维度及综合指数均经历了初期震荡、逐步上升、缓慢下降至谷底、防控措施放开后回升的过程,尽管总体趋势一致,但各维度的具体变化存在差异。This study employs grounded theory to conduct multi-level coding of data from Weibo,constructing a theoretical framework for service safety.Additionally,the BERT model is utilized to extract service safety information from another dataset,calculating a“Service Safety Perception Index”to quantify public’s perceptions level of service safety.The findings reveal that service safety encompasses three primary dimensions:physical safety,financial safety,and psychological safety.The theoretical framework of service safety covers seven core categories,with the first three being measures to protect service safety and the last four as conditions influencing the implementation of these measures.The comprehensive index and individual dimension indices of service safety experienced a dynamic pattern of initial fluctuations,gradual increases,slow declines to a trough,and eventual recovery following the relaxation of control measures.While the overall trend of the index of each dimension is consistent,variations exist in the specific changes across dimensions.

关 键 词：重大公共卫生事件 服务安全 服务安全感知指数 BERT模型 大数据 

分 类 号：C93[经济管理—管理学]