情绪负荷对网络问政平台运作服务质量和效率的影响—来自文本数据的证据

doi:10.16381/j.cnki.issn1003-207x.2022.0373

摘要/Abstract

摘要： 新兴信息技术赋能的网络问政平台近年来飞速发展，已成为我国政府社会治理中的重要组成部分，但关于网络问政平台运作中服务质量和效率的影响因素以及优化的实证研究依然匮乏。本文针对人民网领导留言板中的粒度化文本数据，运用双重差分计量方法和自然语言处理，实证研究了居民留言的情绪负荷对平台运作服务质量和效率的影响。研究发现：(1)居民留言的积极情绪会显著提升政府部门的回复速度、回复语气态度的积极性以及线下交办的可能性，但会降低回复的字符数。(2)政府部门的工作负荷正向调节居民留言的积极情绪对政府部门回复质量和效率的影响。(3)平台引入人工智能分类工具会负向调节居民留言的积极情绪对政府部门回复质量和效率的影响。研究结果对优化提升数字化问政平台的服务质量和运作效率具有理论意义和现实价值。

关键词: 行为运营；网络问政平台；运作优化；服务质量；自然语言处理；人工智能工具

Abstract: In recent years, the online political inquiry platform empowered by new information technology has developed rapidly and has become an important part of Chinese government social governance. However, empirical studies on the influencing factors and optimization of service quality and efficiency regarding the operation of online political inquiry platform are still lacking.

Key words: behavioral operations; online political inquiry platform; operation optimization; service quality; natural language processing; artificial intelligence tools

中图分类号:

C939

宋金波, 周禹杉, 何秋映. 情绪负荷对网络问政平台运作服务质量和效率的影响—来自文本数据的证据[J]. 中国管理科学, 2023, 31(3): 133-142.

SONG Jin-bo, ZHOU Yu-shan, HE Qiu-ying. The Impact of Emotional Load on Service Quality and Operational Efficiency of Online Political Inquiry Platform—Evidence from Textual Data[J]. Chinese Journal of Management Science, 2023, 31(3): 133-142.

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