公共服务成本管控中的多元价值权衡:Q方法下的Z市地铁监管部门公职人员认知图谱  

Multiple Value Trade-offs in Cost Control of Public Services:A Q-methodology Study of Civil Servants’Cognitive Patterns in the Z City Metro Regulatory Departments

作　　者：刘毅[1] 菅一寒 LIU Yi;JIAN Yihan(School of Public Administration,Dalian University of Technology,Dalian 116024,China)

机构地区：[1]大连理工大学公共管理学院,辽宁大连116024

出　　处：《岳麓公共治理》2025年第1期95-113,共19页YUELU PUBLIC GOVERNANCE

基　　金：国家自然科学基金面上项目:基于语义特征计算的泛众社会风险量化评估机制研究(72274028);教育部人文社会科学一般项目:基于话语混沌解析计算的应急治理风险研判机制研究(22YJA630057)。

摘　　要：在公共服务成本管控中,监管部门公职人员对绩效目标的认知差异制约着管理效能。本研究聚焦绩效评估框架下公共服务的效率、质量与创新的协同优化机制,以Z市地铁运营成本年度审核为例,运用Q方法深入分析了来自不同监管部门的公职人员在审核业务中的主观认知及其形成机制。通过刻画公职人员的认知图谱,发现受访者普遍将服务质量和用户体验置于首位,且在具体绩效目标的权衡中呈现出四种典型的成本管控偏好类型:强调智能化升级与人文关怀结合的技术-人文协同型、注重预算管理与资产配置的稳健-效能权衡型、重视安全保障与服务质量的安全-效能均衡型,以及强调人力资源投入与服务品质关联的福利-效能平衡型。这种多元目标导向凸显了公共服务优化过程中的系统复杂性,即成本管控机制设计中多重目标的均衡协调问题。研究结论为政策制定者构建多元目标平衡机制提供了实证依据,对推进公共服务改革具有重要的政策启示。In cost control of public services,the cognitive differences among civil servants in regulatory departments regarding performance objectives significantly affect management effectiveness.This study focuses on the synergistic optimization mechanism of efficiency,quality,and innovation within the performance evaluation framework of public services.Using the Z City’s metro operation cost annual review as a case study,it employs a Q-methodology to analyze the subjective cognition and formation mechanisms of civil servants from various regulatory departments during the review process.Through mapping civil servants’cognitive patterns,the study reveals that respondents generally prioritize service quality and user experience,exhibiting four distinct cost control preference patterns:(1)technology-humanity synergy type,emphasizing the integration of intelligent upgrades and humanistic care;(2)stability-efficiency frade-off type,focusing on budget management and asset allocation;(3)safety-efficiency balance type,prioritizing safety assurance and service quality;(4)welfare-efficiency equilibrium type,highlighting the connection between human resource investment and service quality.This multiple objective orientation highlights the systemic complexity in public service optimization,particularly the challenge of balancing multiple objectives in cost control mechanism design.The findings provide empirical evidence for policymakers to construct balanced mechanisms for multiple objectives and offer important policy implication for advancing public service reforms.

关 键 词：成本管控 多元目标权衡 Q方法 地铁运营 

分 类 号：C936[经济管理—管理学]