新公共服务理论视角下网络支付信任的协同构建研究

A Study on the Collaborative Construction of Online Payment Trust from the Perspective of New Public Service Theory

摘要: 网络支付信任危机的本质是技术工具理性与用户价值理性的割裂。本文以新公共服务理论为框架，构建“技术–服务–信任”协同模型，揭示技术治理与用户参与如何通过服务价值共创提升信任。研究发现：技术治理需从“控制工具”转向“可验证服务”，用户参与需升级为“权利共治”，二者协同依赖透明性承诺与尊严维护。理论贡献在于拓展新公共服务的私营化适用性，并提出“技术–服务型信任”新范式，为企业优化支付生态提供理论支持。

Abstract: The essence of the trust crisis in online payment is the separation between the instrumental rationality of technological tools and the value rationality of users. This paper uses the framework of the New Public Service (NPS) theory to build a “technology-service-trust” synergy model, showing how technological governance and user participation can enhance trust by jointly creating service value. The study reveals that technological governance must shift from “control tools” to “verifiable services”, and user participation must evolve into “co-governance of rights”. Their cooperation depends on transparent commitments and maintaining dignity. The theoretical contribution lies in expanding the applicability of NPS privatization, presenting a new “technology and service-based trust” paradigm, and offering theoretical support for businesses to enhance payment ecosystems.