情绪在危机新闻框架和团体危机回应中的作用

发布时间：2018-06-04 08:12

本文选题：危机沟通 + 情绪反应　；参考：《心理学报》2017年06期

【摘要】：采用2(新闻框架类型:诱发气愤情绪或诱发悲伤情绪)×2(危机事件团体回应类型:惩罚型或补偿型)×2(团体回应中情绪感染力的呈现情况:呈现或缺乏)的被试间实验设计,探讨不同版本的危机事件新闻报道诱发出的不同情绪如何影响个体的信息加工,以及情绪反应怎样影响个体对组织随后回应策略的偏好。结果发现:气愤情绪促使公众采用启发性加工方式,悲伤情绪促使公众采用系统性加工方式;相比于悲伤情绪,气愤情绪会导致公众对公司更加负面的态度;惩罚型回应信息的可信性更高;惩罚型和补偿型回应信息使公众对企业的态度从比较消极转变为偏向积极;具有强烈情绪感染力的回应信息更容易降低气愤组对企业的责任归因程度,并进而促进公众对企业态度的改变;公众的气愤和悲伤情绪水平在接受企业回应后明显减弱,但没有达到基线水平。结果表明,在面对危机事件时,新闻框架的类型、企业对危机事件的回应方式以及回应中的情绪感染力,会结合在一起,制约公众对危机事件的知觉以及对企业的判断。
[Abstract]:2 (news frame type: induced anger or sadness) 脳 2 (crisis event group response type: punishment type or compensatory type) 脳 2 (presentation of emotional appeal in group response: presentation or lack); This paper explores how different emotions induced by different versions of crisis news reports affect individual information processing and how emotional responses affect individual preferences for subsequent organizational response strategies. The results show that: anger impels the public to adopt heuristic processing, and sadness urges the public to adopt systematic processing, compared with sadness, anger will lead to a more negative public attitude towards the company. The response information of punishment type is more credible, and the response information of punishment type and compensation type makes the public's attitude towards enterprises change from negative to positive. Response messages with strong emotional appeal are more likely to reduce the responsibility attribution of the angry group to the enterprise and thus promote the change of the public attitude towards the enterprise; the level of public anger and sadness is significantly reduced after receiving the response from the enterprise. But not at baseline level. The results show that in the face of crisis events, the type of news framework, the way enterprises respond to crisis events and the emotional appeal in response will be combined to restrict the public perception of crisis events and the judgment of enterprises.
【作者单位】：天津师范大学教育科学学院;
【基金】：教育部人文社科规划项目(14YJA190007)资助
【分类号】：B842.6

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