發(fā)布時(shí)間：2018-06-17 11:05

  本文選題：公共危機(jī)事件 + 政府信任　； 參考：《中國(guó)科學(xué)技術(shù)大學(xué)》2015年碩士論文

【摘要】：信任,具體表現(xiàn)為個(gè)體與個(gè)體間的信賴(lài)、個(gè)體對(duì)組織的信賴(lài)以及組織與組織間的相互信賴(lài),不論個(gè)體還是組織,無(wú)信而不立。贏得社會(huì)公眾的信任是政府極其重要的資本,它對(duì)于政府鞏固其統(tǒng)治、促進(jìn)經(jīng)濟(jì)與社會(huì)發(fā)展等有非常重要的影響。但是,公眾對(duì)政府的信任是不斷變化的,且易受到各種負(fù)面行為的影響。近年來(lái),我國(guó)發(fā)生了大量的公共危機(jī)事件,其嚴(yán)重傷害了公眾的感情,造成公眾對(duì)政府行為的消極影響,導(dǎo)致政府信任破損。當(dāng)政府信任受到破損以后,公眾對(duì)政府產(chǎn)生不信賴(lài)感,使得其在預(yù)測(cè)政府的相關(guān)未來(lái)行為時(shí),積極的期望會(huì)消失或者被消極的期望所取代,政府的公信力、形象和公眾的忠誠(chéng)度會(huì)受到嚴(yán)重?fù)p害。因此,當(dāng)發(fā)生公共危機(jī)事件后,政府部門(mén)如何采取及時(shí)有效、有針對(duì)性的信任修復(fù)策略極其重要。 本論文首先對(duì)現(xiàn)有文獻(xiàn)研究進(jìn)行回顧整理,然后分別研究公眾對(duì)政府的初始信任、公共危機(jī)事件的嚴(yán)重程度以及公眾對(duì)公共危機(jī)事件的歸因?qū)φ湃纹茡p的影響,最后進(jìn)一步分析兩種不同的信任修復(fù)策略(否認(rèn)與道歉)的修復(fù)效果。在本研究中,通過(guò)科學(xué)合理的方法,從近年來(lái)發(fā)生的公共危機(jī)事件中,篩選了4個(gè)公眾比較熟知了解具有代表性的公共危機(jī)事件作為此次實(shí)驗(yàn)的背景材料。研究采取情景實(shí)驗(yàn)法,對(duì)收集到的280份有效調(diào)查問(wèn)卷編碼,然后進(jìn)行相應(yīng)的定量分析。通過(guò)數(shù)據(jù)分析,本文得出的實(shí)證研究結(jié)果大體上檢驗(yàn)證明并且支持了文中的研究假設(shè)。本文研究的主要結(jié)果主要由以下幾個(gè)方面：(1)公共危機(jī)事件的不同嚴(yán)重程度、公眾對(duì)政府的初始信任的強(qiáng)弱對(duì)政府信任破損呈正相關(guān)關(guān)系,即公共危機(jī)事件越嚴(yán)重,政府信任破損越大,公眾對(duì)政府的初始信任越高,政府信任破損越大；(2)對(duì)公共危機(jī)事件的歸因不同,政府信任破損程度也不同。當(dāng)公共危機(jī)事件被歸因?yàn)橥獠吭驎r(shí),政府信任沒(méi)有破損；反之,當(dāng)公共危機(jī)事件被歸為內(nèi)部原因、穩(wěn)定性原因或可控性原因所致,政府信任則會(huì)破損；(3)不同的信任修復(fù)方式、不同程度的初始信任對(duì)于不同維度的政府信任修復(fù),其修復(fù)的效果也有顯著不同。當(dāng)采用否認(rèn)修復(fù)策略時(shí),其對(duì)政府信任善意維度的修復(fù)效果最強(qiáng),采用道歉修復(fù)策略時(shí),政府信任有所修復(fù)但各維度修復(fù)效果差異不明顯；另外,政府初始信任對(duì)政府的信任修復(fù)呈正相關(guān),即政府初始信任越強(qiáng),政府破損信任越容易修復(fù)。 綜上所述,可以通過(guò)(1)著重關(guān)于政府初始信任的建設(shè),提升政府公信力,塑造良好的政府形象,增強(qiáng)公眾對(duì)政府初始信任度；(2)建立公共危機(jī)事件預(yù)防機(jī)制,積極應(yīng)對(duì)突發(fā)公共危機(jī)事件；(3)針對(duì)破損信任的類(lèi)型采取適當(dāng)?shù)男迯?fù)策略來(lái)降低公共危機(jī)事件后政府信任的受損,及時(shí)修復(fù)信任,這三方面措施來(lái)有效應(yīng)對(duì)公共危機(jī)事件對(duì)政府信任的負(fù)面影響,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.
【學(xué)位授予單位】：中國(guó)科學(xué)技術(shù)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類(lèi)號(hào)】：D035.2

【參考文獻(xiàn)】

相關(guān)期刊論文 前5條

1 徐彪;;公共危機(jī)事件后政府信任受損及修復(fù)機(jī)理——基于歸因理論的分析和情景實(shí)驗(yàn)[J];公共管理學(xué)報(bào);2014年02期

2 程倩;政府信任關(guān)系:概念、現(xiàn)狀與重構(gòu)[J];探索;2004年03期

3 張鋼,張東芳;國(guó)外信任源模型評(píng)介[J];外國(guó)經(jīng)濟(jì)與管理;2004年12期

4 劉星;高嘉勇;;國(guó)外最新組織信任修復(fù)模型評(píng)介[J];外國(guó)經(jīng)濟(jì)與管理;2010年04期

5 徐彪;;公共危機(jī)事件后的政府信任修復(fù)[J];中國(guó)行政管理;2013年02期

，

本文編號(hào)：2030818