基于服务失效等理论的政府热线服务绩效影响因子识别与提取.pdfVIP

2014, No.5 STANDARD SCIENCE · Government Hotline Service· 基于服务失效等理论的政府热线服务绩效 影响因子识别与提取 侯 非 （中国标准化研究院） 摘　要：伴随着服务型政府建设步伐的不断加快和信息化技术的迅猛发展，近年来，我国政府热线建设全面铺 开。作为社会管理和公共服务的重要窗口与有机组成，在建设“五位一体”服务型政府的背景下，政府热线服 务的绩效水平备受关注。本文在对政府热线服务标准体系实例和服务失效案例进行分析梳理的基础上，综合运 用服务标准化理论、服务失效理论和ETA理论，研究提出了影响政府热线绩效水平的关键因子，以期为提升政 府热线服务绩效水平提供技术依据。 关键词：政府热线 服务绩效 指标 DOI编码: 10.3969/j.issn.1674-5698.2014.05.004 On Identification and Extraction of Impact Factor in Government Hotline Service Based on Service Failure and Other Theories HOU Fei （China National Institute of Standardization） Abstract: With the rapid development and informatization of service-oriented government in recent years, and government hotline in China has been developing dramatically. As the important window and essential part of social management and public service, and with the background of constructing Five in One and service-oriented government, the performance level of government hotline service is drawing more and more attention. Based on analyzing the cases of standards system of government hotline and ineffective service, this paper researches and points out the key factors impacting the performance of government hotline service by comprehensively using the theories of service standardization, service failure and ETA, in order to offer technical basis enhancing performance of government hotline service. Keywords：government hotline, service performance, impact factor 示，目前仅全国统一的政府热线已达近百条，各地自 1 引 言 行赋号管理的政府热线数量更为庞大；所有城市均已 开设数十条各类政府热线，部分热线已形成省、市、 作为“在信息化时