组织危机沟通对公众愤怒情绪的影响
发布时间：2018-08-11 14:31
【摘要】：组织危机的不断爆发,使人们越来越重视危机沟通的研究,公众的愤怒情绪是公众评价危机负面影响的重要指标。组织采取何种危机沟通策略来对缓解公众的愤怒情绪非常重要。 研究一以危机情景沟通理论(SCCT)为理论基础,以组织信誉(高、低)、组织回应策略(否认,道歉),危机类型(人为失误,组织罪行)为自变量,公众愤怒情绪为因变量,采用2×2×2被试间实验设计。考察组织信誉、危机类型、危机后组织回应策略对公众愤怒情绪的影响。 研究结果显示①危机类型为组织罪行危机时,两种回应策略在愤怒情绪上的差异不显著；危机类型为人为失误危机时,两种回应策略在愤怒情绪上的差异显著,道歉策略上的愤怒情绪低于否认策略上的愤怒情绪②组织信誉较高时,两种回应策略在愤怒情绪上的差异不显著；组织信誉较低时,两种回应策略在愤怒情绪上的差异显著,否认策略上的愤怒情绪高于道歉策略上的愤怒情绪。 研究二在研究一的基础上,针对人为失误危机进行研究,从责任框架的视角出发,考察组织组织信誉、组织回应责任框架对公众愤怒情绪的影响。以责任框架理论为理论基础,以组织信誉(高、低)、组织回应框架(个人责任框架,组织责任框架)为自变量,公众愤怒情绪为因变量,采用2×2被试间实验设计。研究结果显示,当组织信誉较高时,两种回应框架在愤怒情绪上的差异不显著,当组织信誉较低时,两种回应框架在愤怒情绪上的差异显著,表现为,组织责任框架上的愤怒情绪低于个人责任框架上的愤怒情绪。
[Abstract]:With the continuous outbreak of organizational crisis, people pay more and more attention to the study of crisis communication. Public anger is an important indicator of public evaluation of the negative impact of the crisis. What kind of crisis communication strategy the organization adopts is important to alleviate public anger. The first study was based on the theory of crisis scenario communication theory (SCCT), with organizational reputation (high and low), organizational response strategy (denial, apology), type of crisis (human error, organized crime) as independent variables, public anger as dependent variable. The experiment was designed by 2 脳 2 脳 2 脳 2 subjects. To investigate the impact of organizational reputation, crisis types and post-crisis organizational response strategies on public anger. The results show that 1 when the crisis type is an organizational crime crisis, there is no significant difference between the two response strategies in anger, while when the crisis type is a misguided crisis, there is a significant difference between the two kinds of response strategies in anger. When the anger in apology strategy is lower than that in denial strategy, there is no significant difference between the two response strategies in anger emotion, and when the organization reputation is low, there is a significant difference between the two response strategies in anger emotion. Anger in denial strategy is higher than anger in apology strategy. On the basis of study one, the second study focuses on the crisis of human error. From the perspective of responsibility framework, it examines the influence of organizational reputation and organizational response responsibility framework on public anger. Based on the theory of responsibility framework, organizational reputation (high and low), organizational response framework (personal responsibility framework, organizational responsibility framework) as independent variables, public anger as dependent variables, 2 脳 2 subjects were used as experimental design. The results show that there is no significant difference in anger between the two response frameworks when the organizational reputation is high, and the difference between the two response frameworks in anger is significant when the organizational reputation is low. Anger in the framework of organizational responsibility is lower than anger in the framework of individual responsibility.
【学位授予单位】：天津师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：B842.6
本文编号：2177266
[Abstract]:With the continuous outbreak of organizational crisis, people pay more and more attention to the study of crisis communication. Public anger is an important indicator of public evaluation of the negative impact of the crisis. What kind of crisis communication strategy the organization adopts is important to alleviate public anger. The first study was based on the theory of crisis scenario communication theory (SCCT), with organizational reputation (high and low), organizational response strategy (denial, apology), type of crisis (human error, organized crime) as independent variables, public anger as dependent variable. The experiment was designed by 2 脳 2 脳 2 脳 2 subjects. To investigate the impact of organizational reputation, crisis types and post-crisis organizational response strategies on public anger. The results show that 1 when the crisis type is an organizational crime crisis, there is no significant difference between the two response strategies in anger, while when the crisis type is a misguided crisis, there is a significant difference between the two kinds of response strategies in anger. When the anger in apology strategy is lower than that in denial strategy, there is no significant difference between the two response strategies in anger emotion, and when the organization reputation is low, there is a significant difference between the two response strategies in anger emotion. Anger in denial strategy is higher than anger in apology strategy. On the basis of study one, the second study focuses on the crisis of human error. From the perspective of responsibility framework, it examines the influence of organizational reputation and organizational response responsibility framework on public anger. Based on the theory of responsibility framework, organizational reputation (high and low), organizational response framework (personal responsibility framework, organizational responsibility framework) as independent variables, public anger as dependent variables, 2 脳 2 subjects were used as experimental design. The results show that there is no significant difference in anger between the two response frameworks when the organizational reputation is high, and the difference between the two response frameworks in anger is significant when the organizational reputation is low. Anger in the framework of organizational responsibility is lower than anger in the framework of individual responsibility.
【学位授予单位】：天津师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：B842.6
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