好评的“计算”方式:中国地方政府实行好差评制度的多重逻辑  

The"Calculation"Method of Positive Reviews:the Multiple Logics of Implementing Government Service Evaluation System by Chinese Local Governments

作　　者：宋锴业 徐雅倩 Song Kaiye;Xu Yaqian(School of Political Scienc,Shandong University,Qingdao 266237;Public Administration,Shamdong University,Qingdao 266237;School of InternationalAffairs and Public Administration,Ocean University of China,Qingdao 266100)

机构地区：[1]山东大学政治学与公共管理学院,青岛266237 [2]山东大学社会治理研究基地,青岛266237 [3]中国海洋大学国际事务与公共管理学院,青岛266100

出　　处：《中国行政管理》2025年第1期49-57,145,共10页Chinese Public Administration

基　　金：国家社会科学基金青年项目“数字智能背景下中国政府平台组织的形成机理及功能机制研究”(编号:23CGL052);国家自然科学基金青年项目“面向中国政府的数字企业家研究:群体画像、创新行为与影响因素”(编号:72304258)。

摘　　要：基于全国多个市、区(县)行政审批局与政务服务数据管理局的田野调查,文章力图呈现完整的我国好差评制度实施过程。研究发现,在中国公共服务数字化创新中,好差评的实施在技术逻辑(评价的精准测度)、权力逻辑(监督的内外参与)和价值逻辑(情感的激活表达)三个层面展开。好差评的技术逻辑体现在公众需求偏好与政府公共服务之间建立准确的匹配/对应关系并不断校正;权力逻辑体现在用精细化的评价反馈引导和约束政府行为,提高政府在社会需求回应方面的透明性和可问责性;价值逻辑意味着好差评制度的实施不仅是简单的信息和数据反馈,更具有丰富的符号意义,能够促进政府与公众之间深刻的情感互动。与此同时,好差评制度实施面临结果性指标和过程性实践之间的张力,以及制度语言与公众白话的张力。Based on a field survey of administrative approval bureaus and government service data management bureaus in several cities and districts(counties)across China,this article attempts to present a complete picture of the implementation process of China's government service evaluation system.Research has found that in China's digital public services innovation,government service evaluation are carried out at three levels:technical logic(precise measurement of demands),power logic(internal and external participation of supervision),and value logic(activation and expression of emotions).The technical logic of government service evaluation lies in how to establish an accurate match/correspondence between public demand preferences and government public services and continuously correct it;the logic of power is reflected in using a refined evaluation and feedback system to guide and constrain government behavior,improve transparency and accountability of the government in responding to social needs,and enhance public power;the logic of value implies that the government service evaluation is not only a simple information feedback and data fragments,but rich symbols and collective representations that can condense multiple meanings and generate profound emotional responses from the government and the public.The implementation of the government service evaluation system also faces important challenges:firstly is the neglect of outcome indicators and process,and secondly is the tension between institutional language and public vernacular.

关 键 词：政务服务 好差评制度 数字平台 平台反馈 制度语言 

分 类 号：D035[政治法律—政治学]