摘要
在政务服务数字赋能背景下,AI(Artificial Intelligence,人工智能)数字人作为一种新型智能代理在政务办事服务多元场景中得到应用,推动了政务服务提质增效。然而,究竟何种类型的政务服务数字人能够带来更高的政府信任,不同类型的政务服务数字人又是通过何种机制影响公众对政府的信任,相关研究多停留在理论探讨层面。论文基于心智知觉理论与信任转移理论构建理论模型,通过三项实验研究,探讨了政务服务数字人类型(情感导向型与任务导向型)对公众政府信任的影响机制。研究发现:(1)与任务导向型政务服务数字人相比,情感导向型政务服务数字人能让公众拥有更高的政府信任。(2)公众对两类政务服务数字人的能力感知不存在显著性差异,但相较于情感导向型政务服务数字人,公众对任务导向型政务服务数字人的温暖感知较低;温暖感知在不同类型政务服务数字人影响公众政府信任的过程中发挥中介作用。(3)公众的政民互动经历(正面与负面)在政务服务数字人类型影响温暖感知、能力感知的过程中发挥调节作用。论文丰富了政务服务场景中数字人类型与政府信任的相关研究,强调应在政务服务智能化转型的过程中注重“情法兼顾”的原则,在部署政务服务数字人的过程中平衡专业性与情感互动,以确保政务服务的持续优化和效能的提升。
In the context of digital empowerment in government services,AI digital humans,as a new type of intelligent agent,are applied in diverse government service scenarios,contributing to the improvement of service quality and efficiency.However,the question of which type of government service digital human can foster greater public trust in the government,and how different types of digital humans influence public trust through various mechanisms,remains largely theoretical.Based on the theoretical models constructed by the theory of mind perception and trust transfer theory,this study explores the mechanism by which the type of government service digital person(emotion-oriented and task-oriented)influences public trust in government through three experimental studies.The study found that:(1)compared to task-oriented government service digital persons,emotion-oriented government service digital persons can lead to higher levels of public trust in government.(2)there is no significant difference in the public's perception of competence between the two types of government service digital persons;however,compared to emotion-oriented government service digital persons,the public has lower warmth perception of task-oriented government service digital persons.Warmth perception plays a mediating role in influencing public government trust through different types of government service digital persons.(3)the public's past experiences of government-citizen interactions(positive experiences and negative experiences)play a moderating role in influencing warmth perceptions and competence perceptions of different types of government service digital persons.This study not only enriches the research related to digital person types and government trust in government service scenarios,but also provides practical guidance for government departments to balance professionalism and emotional interaction in the process of deploying digital persons for government services,emphasizing the need to balance technological efficiency and humanistic care in the process of digital transformation of government services,to ensure the continuous optimization and effectiveness of government services.
作者
李姝婷
邱茜
Shuting Li;Qian Qiu
出处
《公共行政评论》
北大核心
2025年第4期1-21,196,共22页
Journal of Public Administration
基金
国家社会科学基金一般项目“人工智能背景下结构性失业的风险演化与治理研究”(24BZZ048)
对外经济贸易大学研究生科研创新基金资助“公共部门人工智能应用对公务员能力结构与工作行为的重塑研究”(202542)。
关键词
数字人
政府信任
温暖感知
能力感知
调查实验
Digital Humans
Government Trust
Warmth Perception
Competence Perception
Experiments
