公共危机事件中的政府信任破损及修复研究

发布时间：2018-06-17 11:05

本文选题：公共危机事件 + 政府信任　；参考：《中国科学技术大学》2015年硕士论文

【摘要】：信任,具体表现为个体与个体间的信赖、个体对组织的信赖以及组织与组织间的相互信赖,不论个体还是组织,无信而不立。赢得社会公众的信任是政府极其重要的资本,它对于政府巩固其统治、促进经济与社会发展等有非常重要的影响。但是,公众对政府的信任是不断变化的,且易受到各种负面行为的影响。近年来,我国发生了大量的公共危机事件,其严重伤害了公众的感情,造成公众对政府行为的消极影响,导致政府信任破损。当政府信任受到破损以后,公众对政府产生不信赖感,使得其在预测政府的相关未来行为时,积极的期望会消失或者被消极的期望所取代,政府的公信力、形象和公众的忠诚度会受到严重损害。因此,当发生公共危机事件后,政府部门如何采取及时有效、有针对性的信任修复策略极其重要。本论文首先对现有文献研究进行回顾整理,然后分别研究公众对政府的初始信任、公共危机事件的严重程度以及公众对公共危机事件的归因对政府信任破损的影响,最后进一步分析两种不同的信任修复策略(否认与道歉)的修复效果。在本研究中,通过科学合理的方法,从近年来发生的公共危机事件中,筛选了4个公众比较熟知了解具有代表性的公共危机事件作为此次实验的背景材料。研究采取情景实验法,对收集到的280份有效调查问卷编码,然后进行相应的定量分析。通过数据分析,本文得出的实证研究结果大体上检验证明并且支持了文中的研究假设。本文研究的主要结果主要由以下几个方面：(1)公共危机事件的不同严重程度、公众对政府的初始信任的强弱对政府信任破损呈正相关关系,即公共危机事件越严重,政府信任破损越大,公众对政府的初始信任越高,政府信任破损越大；(2)对公共危机事件的归因不同,政府信任破损程度也不同。当公共危机事件被归因为外部原因时,政府信任没有破损；反之,当公共危机事件被归为内部原因、稳定性原因或可控性原因所致,政府信任则会破损；(3)不同的信任修复方式、不同程度的初始信任对于不同维度的政府信任修复,其修复的效果也有显著不同。当采用否认修复策略时,其对政府信任善意维度的修复效果最强,采用道歉修复策略时,政府信任有所修复但各维度修复效果差异不明显；另外,政府初始信任对政府的信任修复呈正相关,即政府初始信任越强,政府破损信任越容易修复。综上所述,可以通过(1)着重关于政府初始信任的建设,提升政府公信力,塑造良好的政府形象,增强公众对政府初始信任度；(2)建立公共危机事件预防机制,积极应对突发公共危机事件；(3)针对破损信任的类型采取适当的修复策略来降低公共危机事件后政府信任的受损,及时修复信任,这三方面措施来有效应对公共危机事件对政府信任的负面影响,提升政府信任。
[Abstract]:Trust is embodied in the trust between individual and individual, the trust of individual in organization and the mutual trust between organization and organization. Winning the trust of the public is an extremely important capital of the government, which has a very important influence on the government to consolidate its rule and promote the economic and social development. However, the public trust in the government is constantly changing, and vulnerable to a variety of negative behavior. In recent years, a large number of public crisis events have occurred in China, which seriously hurt the public feelings, cause the negative impact of the public on the government behavior, and lead to the breakdown of government trust. When the trust of the government is damaged, the public has a sense of distrust in the government, which causes the positive expectation to disappear or be replaced by the negative expectation in predicting the future behavior of the government, and the credibility of the government. Image and public loyalty can be seriously damaged. Therefore, it is very important for government departments to adopt timely and effective trust repair strategy when public crisis occurs. This paper reviews the existing literature, and then studies the public's initial trust in the government, the severity of the public crisis and the impact of the public's attribution to the public crisis on the breakdown of government trust. Finally, the effect of two different trust repair strategies (denial and apology) is analyzed. In this study, through scientific and reasonable methods, from the public crisis events in recent years, four public crisis events which are well known to the public are selected as the background materials of this experiment. In this study, 280 valid questionnaires were coded by situational experiment, and then quantitative analysis was carried out. Through the data analysis, the empirical research results in this paper prove and support the research hypotheses in general. The main results of this paper are as follows: 1) the degree of public crisis is different. The initial trust of the public has a positive correlation with the damage of government trust, that is, the more serious the public crisis, the more serious the public crisis is. The greater the government trust breakage, the higher the initial trust of the public, the greater the government trust breakage.) the different attribution to the public crisis event and the different degree of the government trust breakage. When the public crisis event is attributed to the external cause, the government trust is not broken, on the contrary, when the public crisis event is classified as the internal cause, the stability reason or the controllable reason, the government trust will be damaged. 3) different trust restoration methods and different initial trust levels have different effects on the restoration of government trust in different dimensions. When the denial repair strategy is adopted, it has the strongest effect on the goodwill dimension of government trust, and when the apology repair strategy is adopted, the government trust is repaired but the effect of each dimension is not obvious; in addition, There is a positive correlation between the initial trust of government and the restoration of government trust, that is, the stronger the initial trust of the government, the easier it is to repair the broken trust of the government. To sum up, we can establish a public crisis prevention mechanism by focusing on the building of the initial trust of the government, enhancing the credibility of the government, shaping a good image of the government, and enhancing the public's initial trust in the government. In order to reduce the damage of the government trust after the public crisis, and repair the trust in time, we should take appropriate repair strategy to the type of broken trust. These three measures can effectively deal with the negative impact of public crisis on government trust and enhance government trust.
【学位授予单位】：中国科学技术大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D035.2

【参考文献】