Original
Taking the reins or taking the ride: the impact of online interactions on citizens’ perceptions of equity in public services
Abstract
The paper explores how government–citizen online interactions influence citizens’ perceptions of equity in public services (PEPS) within the Chinese context. Our results show these interactions generally enhance PEPS, though this effect is moderated by institutional and demographic factors. Socially advantaged groups often adopt a ‘taking the reins’ approach through active engagement, whereas disadvantaged groups predominantly follow a ‘taking the ride’ pattern by passively benefiting from institutional improvements. Findings suggest that promoting equity requires tailoring solutions to these distinct pathways rather than implementing uniform participatory measures that assume equal motivation and capacity across groups.
中文
执掌缰绳还是搭车随行：在线互动对公民公共服务公平感知的影响
摘要
本文探讨了中国情境下政府—公民在线互动如何影响公民的公共服务公平感知（PEPS）。结果表明，这些互动总体上提升了PEPS，但该效应受到制度因素和人口特征因素的调节。社会优势群体往往通过积极参与采取“执掌缰绳”的方式，而弱势群体则主要采取“搭车随行”的模式，被动地从制度改善中受益。研究发现，促进公平需要针对这些不同路径量身定制解决方案，而不是实施假定各群体具有同等动机和能力的统一参与措施。
关键词
公共服务公平感知、政府—公民在线互动、公民参与、制度因素、中国、弱势群体