Influencing Factors and Configuration of “Good and Bad Reviews” Work Performance: Taking the Provincial Government as an Example

Carrying out “good and bad reviews” of government services, and handing over the power of service evaluation to enterprises and the public, can promote government departments to optimize services, improve performance, and enhance public satisfaction and sense of gain. Based on the three theories of value co-creation, service contact and PDCA cycle, this paper constructs an analytical framework of “value goal-service contact-quality management”. Regression analysis and qualitative comparative analysis of fuzzy sets are used to explore the influencing factors and conditional configuration of “good and bad reviews” job performance.The study found that demand response, appeal resolution, facility contact, process contact, planning ability and execution strength are the influencing factors of “good and bad” job performance. Demand response is a necessary condition for performance generation. There are four models of “value-service-management coordination” “value-leading-management-supporting” “value-management dual-core” and “value-leading-service-supporting”, which lead to high-level “good and bad reviews” work performance.