关键词: 信息公开质量, 突发公共卫生事件, 公众期望, 魅力质量理论, Kano模型

Abstract: [Purpose/Significance] The aim of this study is to examine the dimensions and hierarchical characteristics of public expectations regarding the quality of information disclosure in public health emergencies, and to propose strategies for optimizing quality to better address the uncertain environment. [Design/Methodology] Based on the intrinsic commensurability between the information disclosure quality and its public expectation, this study identified potential indicators of public expectation of information disclosure quality in the context of public health emergencies. Then it collected questionnaire data via Kano model structure scale, employed factor analysis and Better-Worse coefficient analysis to reveal the dimensional and hierarchical features of public expectations for information disclosure quality. [Findings/Conclusion] The 22 potential indicators of public expectation of information disclosure quality that are capable of effectively characterizing the public expectation can be divided into three dimensions including usability, accessibility and credibility, which belong to different hierarchies of public expectation. According to the results, the "dimension-hierarchy" model of the public expectation of information disclosure quality is constructed. Finally, based on the model, an optimization path of "M→O→A→I" for the information disclosure quality in public health emergencies is put forward. [Originality/Value] This research focus on the perspective of public expectation, and apply the Kano model to the study of public expectation and combine dimension and hierarchy of expectation, which helps to provide theoretical support and practical guidance for optimizing the quality of public health emergency information disclosure.

Keywords: Information disclosure quality, Public health emergency, Public expectation, Theory of attractive quality, Kano model