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题名	信息与期望对信访满意度的影响：以公安信访工作的视角
作者	唐舒
答辩日期	2020-01
文献子类	硕士
授予单位	中国科学院心理研究所
授予地点	中国科学院心理研究所
其他责任者	周洁
关键词	制度信息 绩效信息 规范性期望 经验性期望 信访满意度
学位名称	理学硕士（同等学力硕士）
其他题名	The Influence of Information and Expectation on the PCP Satisfaction: Perspective of Public Security
学位专业	健康心理学
中文摘要	The quality of Public Complaints and Proposals (PCP) work is one of the important indexes of evaluating government service level. The PCP Satisfaction research has practical significance. With the legal process accelerated, the PCP work changed its old practice of taking on everything to paying more attention to the program specification. It encourages people to use the law-related legal way to solve the problem of lawsuit, and strengthens the publicity of the concept of rule of law. However, the change of the PCP procedure which shift from ‘easy to accept but difficult to end’ to ‘difficult to accept but easy to end’, still triggers some dissatisfaction. The author suspects that there are two factors affect the satisfaction in this process. One is the information about the PCP work, the other one is the complainants’ expectations.Based on the ‘Expectancy Disconfirmation Theory’ and the ‘Information Effects’, which are consistent with the focus of this study but conflict with each other, this research builds a theoretical hypothesis model about the effect of information and expectation on PCP satisfaction from the angle of a police PCP servant, and tests the model with two exploratory studies.Study 1 selected the complainants of a city public security organ as the participants, adopted questionnaire and structured interview to examine participants’ information about PCP performance and policies, and their normative and empirical expectation level, and to test their effect on their perceived performance, satisfaction and complain behavior towards PCP work. Study 2 focused on people who had no PCP experience. By manipulating information, we conducted a randomized experiment to examine its effect on perceived performance, satisfaction and complain behavior. The results showed that:Frist, positive performance information had a significantly positive impact on empirical expectations, while policy information had no significant impact on those two kinds of expectations.Second, empirical expectation positively predicted perceived performance, while normative expectation negatively predicted it.Third, normative expectations had a negative impact on satisfaction.Fourth, PCP satisfaction was the result of comprehensive effect of many factors, and their influence under different conditions is not solid. Therefore, practices adopted to improve perceived performance by improving positivity performance information, or to improve satisfaction by reducing normative expectations should be moderate. Otherwise, it may be counterproductive.Based on the conclusions, the researcher puts forward policy suggestions.
英文摘要	信访工作是评价政府部门服务水平的重要指标之一，研究信访满意度对指导信访实践具有重要意义。随着信访法制化进程的加快，信访工作一改过去“大包大揽”的做法，转而更加注重程序规范，强调将涉法涉诉信访问题分流到法定途径解决，并且加大了相关政策的宣传引导。然而实践过程中，信访程序从“易进难出”向“易出难进”的转变，仍令一些信访人滋生不满。研究者认为，在此过程中可能对满意度产生影响的因素有两点，一是信访人对信访信息的掌握，二是信访人的期望值。本文从以往众多满意度研究成果中选取了两个与本研究关注点一致，又有所矛盾的观点——“期望失验”和“信息效应”，选取公安信访进行研究，建立了信息与期望对信访满意度影响的理论假设模型，并利用心理学方法，通过两个探索性研究对模型进行论证。研究一以某市公安机关信访人为对象，采取问卷调查和电话调查相结合的方式，考察了信访人关于信访制度信息、绩效信息的掌握情况，其规范性期望、经验性期望水平，以及这些因素对其信访感知绩效、满意度、抱怨的影响。研究二以没有到公安机关信访过的不特定人群为研究对象，将信息作为操纵变量，通过随机分组测验，测量参与者在不同信息影响下，期望、感知绩效、满意度及抱怨的变化。结果发现：（1）积极的绩效信息对经验性期望具有显著正性影响，而制度信息掌握情况对两种期望的影响并不显著。（2）经验性期望正向影响信访人感知绩效，而规范性期望负向影响感知绩效。（3）规范性期望对满意度存在负向影响。（4）信访满意度是诸多因素综合作用的结果，各种因素在不同条件下对信访满意度影响的方向并非绝对明确。因此，无论是想通过提升绩效信息积极度来提升信访人感知绩效，或通过降低规范性期望提升满意度的做法都需适度，否则可能起到反效果。根据上述结论，研究者提出了政策建议。
语种	中文
内容类型	学位论文
源URL	[http://ir.psych.ac.cn/handle/311026/41544]
专题	心理研究所_健康与遗传心理学研究室
推荐引用方式 GB/T 7714	唐舒. 信息与期望对信访满意度的影响：以公安信访工作的视角[D]. 中国科学院心理研究所. 中国科学院心理研究所. 2020.

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