When the Mass Line Encounters the Ground: Public-Oriented Accountability and Frontline Coping in China

While the consolidation of state control in China is well-documented, less attention has been given to the reinforcement of public-oriented accountability, which emphasizes citizen satisfaction with complaint resolution in government performance assessments. Drawing on statistical data and fieldwork interviews, this study finds that while public-oriented accountability can partially promote substantive government responsiveness by imposing institutional pressure on frontline officials, it also fosters a public perception of an omnipotent government and exacerbates the predicament of grassroots incapacity. This not only traps frontline bureaucrats in administrative burden caused by blame-avoidance strategies, but may also fuel frustration among mobilized citizens with heightened expectations. The findings reveal the institutional sources and constraints of government responsiveness and highlight the potential challenges of operationalizing the mass line to consolidate legitimacy.