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

【摘要】：信任,具體表現(xiàn)為個體與個體間的信賴、個體對組織的信賴以及組織與組織間的相互信賴,不論個體還是組織,無信而不立。贏得社會公眾的信任是政府極其重要的資本,它對于政府鞏固其統(tǒng)治、促進經(jīng)濟與社會發(fā)展等有非常重要的影響。但是,公眾對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,我國發(fā)生了大量的公共危機事件,其嚴(yán)重傷害了公眾的感情,造成公眾對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,公眾對政府產(chǎn)生不信賴感,使得其在預(yù)測政府的相關(guān)未來行為時,積極的期望會消失或者被消極的期望所取代,政府的公信力、形象和公眾的忠誠度會受到嚴(yán)重?fù)p害。因此,當(dāng)發(fā)生公共危機事件后,政府部門如何采取及時有效、有針對性的信任修復(fù)策略極其重要。 本論文首先對現(xiàn)有文獻研究進行回顧整理,然后分別研究公眾對政府的初始信任、公共危機事件的嚴(yán)重程度以及公眾對公共危機事件的歸因?qū)φ湃纹茡p的影響,最后進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,通過科學(xué)合理的方法,從近年來發(fā)生的公共危機事件中,篩選了4個公眾比較熟知了解具有代表性的公共危機事件作為此次實驗的背景材料。研究采取情景實驗法,對收集到的280份有效調(diào)查問卷編碼,然后進行相應(yīng)的定量分析。通過數(shù)據(jù)分析,本文得出的實證研究結(jié)果大體上檢驗證明并且支持了文中的研究假設(shè)。本文研究的主要結(jié)果主要由以下幾個方面：(1)公共危機事件的不同嚴(yán)重程度、公眾對政府的初始信任的強弱對政府信任破損呈正相關(guān)關(guān)系,即公共危機事件越嚴(yán)重,政府信任破損越大,公眾對政府的初始信任越高,政府信任破損越大；(2)對公共危機事件的歸因不同,政府信任破損程度也不同。當(dāng)公共危機事件被歸因為外部原因時,政府信任沒有破損；反之,當(dāng)公共危機事件被歸為內(nèi)部原因、穩(wěn)定性原因或可控性原因所致,政府信任則會破損；(3)不同的信任修復(fù)方式、不同程度的初始信任對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,其對政府信任善意維度的修復(fù)效果最強,采用道歉修復(fù)策略時,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,政府初始信任對政府的信任修復(fù)呈正相關(guān),即政府初始信任越強,政府破損信任越容易修復(fù)。 綜上所述,可以通過(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,增強公眾對政府初始信任度；(2)建立公共危機事件預(yù)防機制,積極應(yīng)對突發(fā)公共危機事件；(3)針對破損信任的類型采取適當(dāng)?shù)男迯?fù)策略來降低公共危機事件后政府信任的受損,及時修復(fù)信任,這三方面措施來有效應(yīng)對公共危機事件對政府信任的負(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】：中國科學(xué)技術(shù)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：D035.2

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本文編號：2030818