摘要
信任修复是近年来学术界关注的热点问题,本文基于归因理论构建了政府信任修复的总体框架,试图考察公共危机事件后,公众归因(责任归属、可控性、稳定性)对政府信任受损和修复的影响,以及政府对危机事件四种解释策略(否认、借口、道歉和理由)的修复效果。研究基于中国现实案例,采取情景实验法进行实证检验,结果发现:(1)公众对危机事件的内部归因、稳定性归因越强,政府信任受损越大;(2)增加公众对危机事件的外部归因和不稳定归因,有利于修复政府信任;(3)否认和借口可以在一定程度上修复能力信任,但不能修复诚信信任,而道歉和理由对政府信任没有显著修复效果。本研究拓展了政府信任修复领域的文献,研究结论有助于从理论上理解政府信任修复的内在机理,以及指导政府部门更加有效地应对公共危机事件。
Recently,trust repair is a hot topic concerned in the academic circle. This paper constructs a general framework of government trust repair based on attribution theory,and analyses how the attribution of public crisis events(responsibility,controllability,stability) influences government trust damage and repair. We also explore the repair effect of 4 kinds of interpretation strategies(deny,excuse,apology and reason). On the basis of chinese live cases,this study adopted a scenario-based experiment,and the results showed that:(1)Internal attribution and stability attribution have negative effect on government trust damage;(2)External attribution andunstable attribution have positive influence on government trust repair;(3)Deny and excuse can repair government ability trust,but have no influence on government honesty trust. apologizing and reason did not influence government trust repair. Expanding on the research of government trust repair,the study will help us understand the repair mechanism of government trust,and guidethe government to deal with public crises more effectively.
出处
《公共管理学报》
CSSCI
北大核心
2014年第2期27-38,140,共12页
Journal of Public Management
基金
国家自然科学基金项目(71102038
71272106
71172060)
中国博士后科学基金资助项目(2012M510133)
