政务服务中心的物理工作环境是影响其窗口人员工作行为和心理状态的重要因素。为提升窗口人员工作质量，本研究验证了政务服务中心窗口工作人员的物理工作环境阻碍非正式互动程度对工作退缩行为和职场孤独感的影响，分析了公共服务动机在其中的调节作用。通过问卷的形式收集255名政务服务中心窗口工作人员的物理工作环境阻碍非正式互动程度、职场孤独感、工作退缩行为以及公共服务动机等变量的数据，结果表明：①物理工作环境阻碍非正式互动程度过高的政务服务中心单位会导致窗口工作人员更容易采取工作退缩行为。②物理工作环境阻碍非正式互动程度过高的政务服务中心单位会导致窗口工作人员有更高的孤独感。③政务服务中心窗口工作人员的职场孤独感部分中介物理工作环境阻碍非正式互动程度对工作退缩行为的影响。④该类窗口工作人员的公共服务动机在职场孤独感对工作退缩行为的影响中的调节作用不成立。对于各地政务服务中心，应合理设计或调整改善窗口工作人员的物理工作环境，注重其工作环境是否方便员工之间的沟通交流和信息传递等，同时政务服务中心窗口单位应及时关注窗口工作人员的心理状态以及工作行为，提高政务服务工作质量。

The physical work environment of the government affairs service center is an important factor affecting the work behavior and psychological state of the window staff. In order to improve the work quality of window staff in government affairs service center, this study has verified the impact of the degree of obstruction of informal interaction on work withdrawal behavior and workplace loneliness of window staff in government service centers, and analyzed the moderating effect of public service motivation. In this study, 255 window workers from government affairs, have completed the investigation. The analysis results showed that: ① Government affairs service center units with high degree of obstruction of informal interaction will lead to staffs more likely to take work withdrawal behavior. ② Government affairs service center units with high degree of hindering informal interaction will lead to higher loneliness of staffs. ③ The work loneliness of the window staff in government affairs service center partly mediates the influence of the degree of obstruction of informal interaction on work withdrawal behavior. ④ The moderating effect of loneliness in the workplace on work withdrawal behavior is not valid. For local government affairs service centers, the physical working environment of the window staff should be reasonably designed or adjusted to improve, and attention should be paid to whether the working environment is convenient for communication and information transfer between employees. Meanwhile, the organization should pay attention to the psychological state and work behavior of the window staff in time to improve the quality of government affairs service.