Abstract Based on the context of government hotline responses, employing the method of conjoint experiment to collect experimental data from 976 participants nationwide, this study analyzes the micro-level impact mechanism of the constituent elements of government responses on government trust and explores the heterogeneous preferences of different citizen groups for government trust. The results indicate that response attitude, response quality, follow-up agent, reply speed, response language, response discourse, and answer speed all have a significant impact on government trust, with effects decreasing in the order listed. There is an interaction between the gender of the telephone operator and response discourse, and the consistency of discourse features and gender role stereotypes is more conducive to enhancing government trust. Individual characteristics such as gender, age, and income shape citizens’ heterogeneous preferences for government responses. Adopting differentiated response methods for different demographic characteristics can maximize citizens’ trust in the government.
LI Yan,LI Qi,MA Liang. Research on the Effect of Government Response on Government Trust in Conventional Governance Contexts[J]. Chinese Journal of Management, 2025, 22(4): 760-.
