【摘要】：組織危機(jī)的不斷爆發(fā),使人們越來越重視危機(jī)溝通的研究,公眾的憤怒情緒是公眾評價(jià)危機(jī)負(fù)面影響的重要指標(biāo)。組織采取何種危機(jī)溝通策略來對緩解公眾的憤怒情緒非常重要。 研究一以危機(jī)情景溝通理論(SCCT)為理論基礎(chǔ),以組織信譽(yù)(高、低)、組織回應(yīng)策略(否認(rèn),道歉),危機(jī)類型(人為失誤,組織罪行)為自變量,公眾憤怒情緒為因變量,采用2×2×2被試間實(shí)驗(yàn)設(shè)計(jì)�？疾旖M織信譽(yù)、危機(jī)類型、危機(jī)后組織回應(yīng)策略對公眾憤怒情緒的影響。 研究結(jié)果顯示①危機(jī)類型為組織罪行危機(jī)時(shí),兩種回應(yīng)策略在憤怒情緒上的差異不顯著；危機(jī)類型為人為失誤危機(jī)時(shí),兩種回應(yīng)策略在憤怒情緒上的差異顯著,道歉策略上的憤怒情緒低于否認(rèn)策略上的憤怒情緒②組織信譽(yù)較高時(shí),兩種回應(yīng)策略在憤怒情緒上的差異不顯著；組織信譽(yù)較低時(shí),兩種回應(yīng)策略在憤怒情緒上的差異顯著,否認(rèn)策略上的憤怒情緒高于道歉策略上的憤怒情緒。 研究二在研究一的基礎(chǔ)上,針對人為失誤危機(jī)進(jìn)行研究,從責(zé)任框架的視角出發(fā),考察組織組織信譽(yù)、組織回應(yīng)責(zé)任框架對公眾憤怒情緒的影響。以責(zé)任框架理論為理論基礎(chǔ),以組織信譽(yù)(高、低)、組織回應(yīng)框架(個(gè)人責(zé)任框架,組織責(zé)任框架)為自變量,公眾憤怒情緒為因變量,采用2×2被試間實(shí)驗(yàn)設(shè)計(jì)。研究結(jié)果顯示,當(dāng)組織信譽(yù)較高時(shí),兩種回應(yīng)框架在憤怒情緒上的差異不顯著,當(dāng)組織信譽(yù)較低時(shí),兩種回應(yīng)框架在憤怒情緒上的差異顯著,表現(xiàn)為,組織責(zé)任框架上的憤怒情緒低于個(gè)人責(zé)任框架上的憤怒情緒。
[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.
【學(xué)位授予單位】：天津師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：B842.6

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