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Paper Type

Complete

Paper Number

1287

Description

In response to the “Internet + Public Service” reformation, Chinese government organizations increasingly use e-participation platforms to interact with citizens, making how government respond to citizens' inquiry increasingly critical in citizen participation. This study is one of the few attempts to study the effect of language style of government response on citizen participation. Based on the language expectancy theory, we hypothesize that government response using appropriate formal and emotional language will change citizen e-participation behavior. Using text data from 11,194 users in a Chinese citizen inquiry forum, we found that emotional language has the positive impact on citizens' continuous participation significantly. And both emotional language and formal language can promote citizens’ participation quality. Moreover, we identified the complementary effects of two languages on e-participation. This study has implications for both researchers and practitioners.

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Aug 10th, 12:00 AM

Understanding the Role of Language Style of Government Response in E-participation: Evidence from a Citizen Inquiry Forum in China

In response to the “Internet + Public Service” reformation, Chinese government organizations increasingly use e-participation platforms to interact with citizens, making how government respond to citizens' inquiry increasingly critical in citizen participation. This study is one of the few attempts to study the effect of language style of government response on citizen participation. Based on the language expectancy theory, we hypothesize that government response using appropriate formal and emotional language will change citizen e-participation behavior. Using text data from 11,194 users in a Chinese citizen inquiry forum, we found that emotional language has the positive impact on citizens' continuous participation significantly. And both emotional language and formal language can promote citizens’ participation quality. Moreover, we identified the complementary effects of two languages on e-participation. This study has implications for both researchers and practitioners.

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