【作者】 王少剑；

【导师】 刘渊；

【作者基本信息】 浙江大学 ， 管理科学与工程， 2014， 博士

【摘要】 随着经济社会的不断发展,农村基本公共服务需求出现全面快速的发展。然而目前,农村基本公共服务供给的总量不足,渠道单一,时效性差,服务主体的服务意识薄弱,使得农村居民的基本公共服务需求难以得到满足,极大影响了我国经济社会的可持续发展。究其原因,主要是缺乏一种有效的工具或途径使得农村基本公共服务各供给主体能协同合作以增强服务能力,同时提高服务对象等主体对公共服务过程的监督能力,保证公众需要的基本公共服务能够通过有效渠道及时提供给分布分散、个体差异化程度高的服务对象,提高农村基本公共服务的效率并营造良好的服务氛围。移动互联网和微博技术等新兴信息技术的发展和应用,为基层政府基本公共服务供给提供一种低成本、广用户基础和便捷快速的技术工具。我国基层政府已着手探索利用信息技术提供基本公共服务的各种模式,力求借此提高基本公共服务绩效。实践探索应立足于实际需求,并有理论指导。目前,信息技术导入的研究大多聚焦在服务过程。信息技术导入服务过程中对组织能力的提升是研究组织绩效作用机理的一种重要方面。其中,信息系统能力观和能力层级观是两个重要理论视角。在公共服务领域,移动服务和微博服务等信息技术的导入和应用对服务绩效提升具有重大意义,但对其研究尚处于起步阶段,主要还是基于传统互联网的电子政务服务绩效的研究,相关研究结论是否适用于新兴信息技术情境还不得而知。因此,探索移动互联网和微博技术等新兴信息技术导入农村基本公共服务后对服务绩效的作用机理具有重要理论价值和实践指导作用。嵊州市作为全国政务公开领导小组的100个电子政务服务试点县之一,利用基于移动微博技术的移动民情微群提供农村基本公共服务效果显著,先后受到人民日报和新华网等媒体的关注,产生广泛积极的社会影响。基于此,本文以移动民情微群为研究对象,探索移动微博技术导入农村基本公共服务过程对服务绩效的作用机理。本文从移动微博技术导入农村基本公共服务过程出发,以信息系统能力观和组织能力层级观为理论基础,经探索性案例分析、理论推导和实证研究探索农村基本公共服务绩效的作用机理。具体研究问题有三个：1)本文基于新公共服务理论从协同能力和监督能力两个维度判断两种技术对公共服务流程能力的作用,并根据信息系统能力观,研究流程能力对公共服务绩效的作用机理。2)本文识别移动微博技术从内容服务能力和服务交付能力两个维度对基层政府公共服务能力的提升作用,并根据组织能力层级观,研究信息系统使能的低层级流程能力通过高层级服务能力影响公共服务绩效的中介作用机理。3)本文探讨了代表信息系统应用水平的移动民情微群使用率和移动民情微群事件办结率对公共服务流程能力影响公共服务绩效强度的调节作用。通过对嵊州市382个使用移动民情微群的行政村的调查研究和实证分析,本文得出如下结论：1)移动微博技术导入农村基本公共服务过程提升的服务流程能力会正向影响公共服务绩效；2)移动微博技术提升的基层政府公共服务能力会在公共服务流程能力影响公共服务绩效过程中发挥中介作用；3)除了移动民情微群事件办结率在监督能力和服务氛围间关系不起调节作用外,移动民情微群使用率和移动民情微群事件办结率会在公共服务流程能力两维度和公共服务绩效两维度间关系发挥调节作用。本文的创新点主要有：1)基于信息系统能力观解读出移动微博技术导入农村基本公共服务过程中提升的服务流程能力对公共服务绩效的影响作用,主要体现在服务流程能力两维度即协同能力和监督能力对公共服务绩效的正向作用；将信息系统能力观拓展到移动公共服务领域。同时,本文也重新解读基于移动微博技术的农村基本公共服务绩效的维度,提出新兴信息技术导入短期内会促进农村基本公共服务效率的提升,长期将在服务提供者间形成良好的“服务氛围”；2)基于能力层级观解读出移动微博技术导入农村基本公共服务后提升农村基本公共服务的能力,主要包括内容服务能力和服务交付能力,并验证服务能力两维度在农村基本公共服务流程能力和公共服务绩效之间的中介作用,拓展了能力层级观的应用范围；3)识别和判断移动民情微群使用率和移动民情微群事件办结率等信息系统应用水平对移动微博技术导入农村基本公共服务过程在服务流程能力和服务绩效间关系发挥调节作用。总之,本文以浙江省嵊州市各行政村为研究对象,打开了移动徽博技术导入对农村基本公共服务绩效的作用机理的黑箱,对基层政府利用信息技术建设服务型政府具有参考价值。本文根据研究结论提出基层政府信息技术使能的公共服务新方式的实践启示,具有实践意义。此外,本文弥补了基于信息系统能力观和能力层级观的信息技术导入公共服务领域的流程能力、服务能力和服务绩效间关系的研究空缺,提出并验证移动微博情境下的公共服务绩效作用模型,具有理论贡献。更多还原

【Abstract】 As the advancement of economy and society, demands for basic public services in rural areas are growing rapidly in all aspects. However, currently, basic public service provision in rural areas has problems of inadequate supply, single channel, poor timeliness, and weak service consciousness which make it hard to meet demands of rural residents and impact greatly the sustainability of economic and social development in China. One of main reasons is the lack of an effective tool that enables all public service providers collaborate to improve service capabilities as well as improve supervision capabilities of various public service subjects. The tool can guarantee provision of needed basic public services to service objects with scattered distributions and individual differences through an effective channel. Under this circumstance, the public service efficiency can be enhanced and service climate can be established. Mobile Internet and micro-blog technology continues developing and being applicaed in various areas, which offer low-cost, board user based, and convenient technology tools for basic public services provision. In China, local governments have started searching for new basic public service provision modes with the help of information technologies, aiming to improve public service performance.Practical exploration should start from real needs and be guided by theoreties. Currently, resreaches about information technology applications mainly focus on service process. Improvement of organizational capabilities induced by introduction of information technologies is an important aspect when studying organizational performance mechanism. Information System Capabilitt View and Hierarchy of Capabilities View are two important theoretical perspectives. In public service area, it is of great meaning for service performance improvement to introduce mobile services and micro-blog services. The researches about applications of mobile mirco-blog technology into public services are still in initial stage with research results mainly focusing on e-government service performance based on traditional Internet technology. Whether the research results are effective regarding new technologies is still unknown. Consequently, learning the mechanism of service performace after the introduction of mobile micro-blog technology into basic public services in rural areas has significant theoretical values and practical guidance. Shengzhou City is one of the100experimental counties for e-government services appointed by National Government Affairs Publicity Leading Group. Shengzhou’s mobile micro-blog system based on mobile Internet and mirco-blog technology provides basic public services with remarkable effects, which obtain attentions of many media such as People’s Daily and Xinhua, and generate social influence boardly and positively. Under this background, this study takes mobile micro-blog group in Shengzhou as research object and analyzes influencing mechanisms of public service performance after introduction of mobile micro-blog system.This study focuses on the process of public service provision after introduction of mobile Internet and micro-blog into local government. This study aims to learn the influencing mechanism of public service performance based on Information System Capability View and Hierarchy of Capabilities View and on exploratory case study. Specifically, this study1) analyzes how these two technologies impact service process capabilities through two dimensions namely collaboration capability and supervision capability based on New Public Service Theory, as well as analyzes how service process capability influences public service performance directly.2) recognizes public service capability promotion of local government after introduction of mobile mirco-blog technology. Public service capability is divided into two dimensions, namely content service capability and service delivery capability. The mediation effect public service capability exerts on relationship between public service process capability and public service performance is studied based on Hierarchy of Capabilities View.3) examines regulating effects information system application level has on relationship between process capability and service performance. This study investigates382administrative villages that use mobile micro-blog group. Through empirical study, conclusions are drawn:1) service process capability will positively impact public service performance after introduction of mobile micro-blog group to public service provision process in rural areas;2) service capability of local government will positively impact public service performance after introduction of mobile micro-blog group to public service provision process in rural areas;3) mobile micro-blog usage rate and mobile micro-blog task completion rate will regulate the relationship between process capability and public service performance except that the mobile micro-blog task completion rate do not regulate the relationship between supervision capability and service climate.This study has innovative achievements:1) analyze how service process capability influence public service performance based on Information System Capability View after introduction of mobile micro-blog group to public service provision process in rural areas, comfirming that collaboration capabilities and supervision capabilities can positively impact public service performace. And this study also comes up with measurement for public service capability under mobile micro-blog context and proposes that introduction of mobile micro-blog technology will enhance service efficiency in the short term and promote service climate in local government departments in the long term;2) analyze how public service capability moderate relationship between service process capability and service performance based on Hierarchy of Capabilities View after introduction of mobile micro-blog group to public service provision process in rural areas, enlarging the application range of Information System Capability View. The service capability is divided into content service capability and service dilivery capability;3) study if information system application level represented by mobile micro-blog usage rate and mobile micro-blog task completion rate will regulate the relationship between process capability and service performance after introduction of mobile micro-blog group to public service provision process in rural areas. To be concluded, this study takes administrative villages in Shengzhou City, Zhejiang Province as research objects and analyzes the influencing mechanism of public service performance in rural areas after introduction of mobile micro-blog group. This study provides local government with scientific basis for improving public service performance in the process of service government construction. Practical implications are provided for new public service mode of local governments. Besides, research gaps existing in public service process capability, service capability, and public service performance based on Information System Capability View and Hierarchy of Capabilities View are filled and public service performance influencing model is proposed which makes theoretical contributions.更多还原