Job Satisfaction and Citizen Satisfaction with Street-level Bureaucrats: Is There a Satisfaction Mirror?
Job Satisfaction and Citizen Satisfaction with Street-level Bureaucrats: Is There a Satisfaction Mirror?
复制标题
工作满意度和公民对基层官僚的满意度：是否存在满意度镜子？
DOI：
10.1093/jopart/muac022
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发表时间：
2022
影响因子：
4.2
通讯作者：
Jinhai Yu
中科院分区：
文献类型：
--
作者：
Nicolai Petrovsky;G. Xin;Jinhai Yu
人们经常认为，对工作满意的员工表现得更好，这反过来又会使客户更满意。私营部门的研究已经为这种“满意镜像”假说找到了支持。我们的研究首次提供了直接的、个人层面的证据，证明它存在于公共部门。我们对中国农村小村庄的村官以及与他们互动的当地居民进行了一项原始调查。村官负责向市民提供几乎所有类型的公共服务。他们是典型的街头官僚，带着一定程度的自由裁量权直接与市民互动。我们关注的是高级村官，也就是村长。我们将949名市民的回答与其对应的96名村长联系起来，以检验工作满意度和公民个人对这些村官工作的满意度之间的联系。使用结构方程模型和因果中介模型（所有N=949），我们发现证据符合“满意镜”。为了评估潜在的社会期望偏差，我们进行了一个列表实验。考虑到这一点，并依赖于外部绩效衡量仍然产生了一个实质性的有意义的“满意度镜子”估计。我们的研究从理论上和经验上确定了街头官僚的工作满意度与公民满意度之间的联系，这是公民-国家关系的一个关键方面。
It is often argued that employees satisfied with their jobs perform better, which in turn will lead customers to be more satisfied. Private sector studies have found support for this “satisfaction mirror” hypothesis. Our study is the first to provide direct, individual-level evidence of its existence in the public sector. We conducted an original survey of village officials in small, rural Chinese villages, and local citizens interacting with them. Village officials are charged with delivering nearly all types of public services to citizens. They are typical street-level bureaucrats, directly interacting with citizens with a degree of discretion. We focus on the senior village official, known as village director. We link the responses of 949 citizens to their corresponding 96 village directors to test the connection between job satisfaction and individual citizens’ satisfaction with these village officials’ work. Using structural equation models and causal mediation modeling (all N=949), we find evidence in accordance with a “satisfaction mirror.” To assess potential social desirability bias, we conduct a list experiment. Taking this into account and relying on an external performance measure still yields a substantively meaningful estimate of a “satisfaction mirror.” Our study theoretically and empirically identifies the linkage between job satisfaction of street-level bureaucrats and citizen satisfaction as a key aspect of citizen-state relations..