Study On The Relationship Between The Government Service Recovery And The Public Justice And Satisfaction

In recent years, with the improvement of China’s service-oriented governmentconstruction,"people-oriented, governing for the people" is becoming the importantruling way. The eighteen Party’s report also further emphasized that "to construct theservice-oriented government in the satisfaction of the people", This requires thegovernment organization to regard "public satisfaction" as the guidance, enhanceservice awareness, improve service quality, and regard public satisfaction as the valueorientation and evaluation standard of service, promote the construction ofservice-oriented government. However, according to statistics, the satisfaction of thesocial life and government service quality is generally declined than in the past fewyears. There are many people which go to Beijing, or go to province for petitions,complaints every year. If these problems are not resolved effective, which is easy tocause the social emotion accumulation, causing public discontent for the governmentand the spread of negative word of mouth, or even mass incidents will happen whichharm social harmony and stability. Therefore, faced with these petitions, complaints, itis necessary that the government organization make the service recovery measurestimely, which eliminate people’s dissatisfaction, improve public trust in government andloyalty, and maintain the image and reputation of government.The current research about service recovery are mostly concentrated on the serviceindustry, such as catering, tourism, aviation industry, few scholars research servicerecovery about government organization, and "service" is regarded as the essentialattribute of government organization, service recovery is the foundation to improveservice quality. Based on this, by drawing on the theories of "service recovery ofenterprises", and combined with the uniqueness of our government organization, thispaper researches service recovery of government organization through qualitative andquantitative methods, and discusses the relationship between government servicerecovery and the public justice and satisfaction.The results show that: three dimensions of service recovery, namely, materialcompensation, response speed, psychological compensation all have effects on threedimensions(result justice, procedural justice, interactive justice) of public justice, butthe impact size and object of each dimension is different. Secondly, the threedimensions of public justice all has significantly effects on public satisfaction, the influence of interaction justice is maximal, the result justice is in the middle, theprocedural justice is minimal. In addition, the service recovery of governmentorganization has directly effect on public satisfaction (direct effect), also by affectingpublic justice firstly, then indirectly affect the public satisfaction (indirect effect). Atlast, according to the research conclusions, provides some suggestions which conducteffective service recovery for government organization, and points out the researchlimitations of this paper and research direction in the future.