Concrete Language and Citizen Satisfaction in Dialogic Governance

Abstract

As digital government advances, citizens increasingly voice demands online, prompting governments to enhance response quality and foster dialogic governance. This study explores whether concrete language in government replies influences citizen satisfaction and online political participation. Using response texts from China’s 12345 Hotline and Message Board for Local Leaders, and data from two behavioral experiments, we assess the effect of concrete language. Results show that more concrete responses significantly improve satisfaction and indirectly boost public-political interaction, mediated by heightened perceptions of authenticity and empathy. These findings highlight concrete language as a key psychological cue in dialogic governance and offer a cost-effective strategy to improve public engagement.