Exploring the mediating role of government–public relationships during the COVID-19 pandemic : A model comparison approach

This study proposed, tested, and compared three models to examine an antecedent and outcome of government–public relationships. It conducted three surveys of 9675 people in mainland China, Taiwan, and Hong Kong from August 2020 to January 2021. The results of the model comparison supported the proposed reciprocal model: not only were relational satisfaction and relational trust found to mediate the effect of perceived responsiveness on people’s word-of-mouth intention to vaccinate, but they also had a reciprocal influence on each other. This study further affirmed that the relative effects between satisfaction and trust. We also found that emotion-dominant model is more powerful than cognition-dominant model, i.e., people’s feeling of satisfaction happens before sense of trust, which results from their perceived organizational responsiveness and then contribute to their word-of-mouth behavioral intention. The theoretical and practical implications of this study were also discussed.