Influencing Factors And Configuration Of "Good And Bad Reviews" Work Performance In Chinese Provincial Governments

To carry out the work of "good and bad evaluation" of government services,it is up to the enterprises and the masses to the final say whether the service is good or not.Giving the right to judge the performance of government services to the enterprises and the masses will help improve the service awareness of government officials,force the government departments to improve the quality and efficiency of government services,and enhance the public’s sense of gain and satisfaction.After the government work report in 2019 formally proposed "establishing a ’good and bad evaluation’ system for government services",local governments implemented the spirit of the central document and carried out relevant practices of "good and bad evaluation" for government services.However,from the third-party evaluation results and local actual conditions,under the unified construction requirements of the national integrated online government service platform "good and bad evaluation" management system,the "good and bad evaluation" service performance of provincial governments is quite different.What are the reasons that affect the "good and bad" performance of local government service? What combination of conditions is required for the formation of "good and bad" work performance of high-level government service? What can be done to improve the "good and bad" performance of government services? This becomes the research problem.On the basis of consulting and summarizing the domestic and foreign literature,we have a basic grasp of the research trend of the academic community and a general direction to solve the research problems.From the perspective of the value guidance,service process and government management of the "good and bad evaluation" of government services,this paper clarifies the three theoretical bases of value co creation theory,service contact theory and PDCA cycle theory,and based on this,it constructs an analysis framework and designs research variables.The data related to "good and bad reviews" of 31 provincial governments in 2019 and 2020 were collected.In research methods,regression analysis and fuzzy set qualitative comparative analysis are comprehensively used.The regression analysis was used to identify the influencing factors of the "good and bad" performance of government services.After incorporating the variables with significant impact,the conditional configuration of high-level "good and bad evaluation" work performance is obtained through qualitative comparative analysis of fuzzy sets,and the configuration analysis results of 2019 data and 2020 data are compared and analyzed.Regression analysis results show that six of the nine variables in the analysis framework design pass the significance test,namely,"demand responsiveness","co creation participation","digital infrastructure","service process","planning ability" and "implementation input".The results of qualitative comparative analysis of fuzzy sets show that four configuration modes of high-level "good and bad evaluation" work performance are obtained by substituting the average data of two years,2019 and 2020respectively: "value service dual core","service core management support","service management dual core",and "value service management collaboration".The performance generation mode of 2019 and 2020 is different.Based on the results of empirical analysis,the research puts forward suggestions on how to improve the performance of "good and bad evaluation" of government services from three aspects:linkage and coordination under multiple conditions,sticking to the essentials and adjusting measures to local conditions.