员工组织内信任、信任因素和员工沉默的关系研究
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摘要
信任是当个体收益依赖他人并且此收益存在风险时,个体对他人予己收益影响的预期和假设。信任对组织功能的发挥是具有高度价值的,如果信任缺失,没有人可以逃避风险,而且所有人将损失从合作和分享中获得的益处。然而现实中的情况并不乐观,一些关于企业内部信任度的调查表明,员工对直接上级的信任(employee trust in supervisor,文中简写为ETS)和员工对所在组织的信任(employee trust in organization,文中简写为ETO)水平都偏低,而较低的ETS和ETO将直接影响到上级领导力的发挥和员工对组织的忠诚和依恋。因此,员工对上级和组织的信任是本研究关注的焦点。
国外学者对此类信任问题已经做过大量的探讨,这些研究不同程度上拓展了我们的认识。但作者看来,还缺乏一个关于影响员工对上级和组织信任的一个整合研究,特别是前因变量——信任因素的研究,另外,在竞争日趋激烈的今天,阻碍组织决策质量和创新水平的员工沉默行为正得到越来越多的关注,那么,员工对上级和组织信任的提高是否可以有效降低员工的沉默水平?最后,以往关于信任、信任因素和沉默的研究多是在西方文化背景下,中国文化内涵中的儒家思想、权力差距、集体主义和面子文化是否会影响相关的研究结果?
围绕上述问题,作者采用问卷调查的实证研究方法,通过对928名中低层员工的调研,探讨了中国背景下ETS和ETO的现状,以及ETS和ETO与前因变量(信任因素)和结果变量(员工沉默)之间的关系。本研究的结论具体包括以下几点:
1,从ETS和ETO描述性分析的结果来看,接近50%的员工对他们的直接上级和所在组织比较信任和非常信任,而另有一半员工的ETS和ETO水平较低和不确定。不同婚姻状况、企业性质、员工层级和企业发展阶段的ETS和ETO存在显著差异,而ETS和ETO对员工工作态度的实证研究则表明,ETS和ETO对组织承诺和工作满意度有积极的影响,对员工的离职倾向有负的影响,并且ETO对组织承诺和工作满意度的影响通过ETS部分中介,ETO对离职倾向的影响通过ETS完全中介。
2,虽然国外研究者对于员工组织内信任进行了大量的研究,但是许多研究者常常混淆信任因素和信任的关系,常常使用信任因素来代替信任进行相关研究。因此,本研究基于访谈和国外文献,对上级和组织的信任因素进行归纳,再经过预试和正式问卷调查,开发出上级和组织信任因素的维度和具体测量工具。研究结果表明:上级可信任因素的六维结构拟合更好,六维结构分别为:公平公正、承担责任、指导和支持、履行承诺、业务能力、公开开放。而组织可信任因素的八维结构拟合相对更好,八因素结构分别为:规范管理、组织发展、职业保障、履行承诺、和谐气氛、公正公平、个人发展、公开开放。
3,在上级和组织信任因素与ETS和ETO的关系研究中,6个上级可信因素对ETS的影响系数为正,并且累计解释因变量达72.9%,说明上级的6个可信因素都会正向影响ETS水平,公开开放和履行承诺对因变量的解释较高。8个组织可信因素对ETO的影响系数为正,累计解释因变量达71.6%,说明组织的8个可信因素都会正向影响ETO水平,公正公平对因变量的解释较高。研究同时表明,信任倾向在信任因素对信任水平影响中的调节作用并不显著。
4,国外关于员工沉默的研究大多处于概念的探讨,相关的问卷较为鲜见,因此,作者基于访谈和国外文献,对员工沉默动因的条目进行归纳,并经过预试和正式问卷调查,开发出员工沉默的维度和具体测量工具。三维结构分别为:默许沉默、漠视沉默和防御沉默。默许性沉默是员工预期自己没有能力改变现状而被动、消极的保留观点,意味着消极的顺从。防御沉默是员工为了避免发表意见而产生人际隔阂,这种隔阂可以是同事间,而更多是上级和下级间的,它是员工为了自身的心理安全而采用的更为主动的、有意识的自我保护。漠视性沉默是员工对现有工作或组织低水平的承诺和卷入而消极的保留观点,意味着漠视组织的利益。
5,从员工沉默三个维度的描述性分析来看,中国企业的员工沉默现象较为普遍,相对漠视沉默,组织中默许沉默和防御沉默更为普遍。员工沉默的三个维度在不同年龄、教育程度、累计工龄、企业性质、员工层级、企业发展阶段水平上存在显著差异。在探讨员工组织内信任对员工沉默行为的影响研究中,作者使用ETS和ETO为自变量,以员工沉默的三个维度为因变量,运用调查数据对此模型进行验证,结果表明:ETS和ETO对员工沉默有负面的影响,也即,ETS和ETO越高,越有利于消弱员工的默许沉默、漠视沉默和防御沉默。并且ETO对漠视沉默的影响通过ETS部分中介,ETO对默许沉默和防御沉默的影响通过ETS完全中介。本研究同样考察了自我效能在ETS和ETO对员工沉默影响的调节作用,在所有的交互效应中自我效能只是在ETS对防御沉默的影响中起到调节作用,并且员工自我效能越大,ETS对员工防御沉默的负向影响越小,其他的交互效应项并不显著。
本研究的创新点有以下两个:
(1)本研究开发了中国背景的员工组织内信任因素的量表。发现员工上级的可信因素包括6个维度,分别为公平公正、承担责任、指导和支持、履行承诺、业务能力、公开开放。组织可信任因素为八因素结构:规范管理、组织发展、职业保障、履行承诺、和谐气氛、公正公平、个人发展、公开开放。而上述可信因素的维度中,上级的公开开放更有利于对ETS的解释,其他依次为履行承诺、承担责任、公正公平、业务能力和指导支持;组织的公正公平更有利于对ETO的解释,其他依次为组织发展、履行承诺、公开开放、规范管理、个人发展、和谐气氛和职业保障。
(2)本研究提出员工沉默的三维度结构,员工沉默的三个维度分别为,默许沉默、漠视沉默和防御沉默。作者使用此员工三维度问卷验证了ETS和ETO对员工沉默的影响,结果表明ETS和ETO都会显著降低员工的沉默行为。并且ETS和ETO对默许沉默和漠视沉默有直接作用,而ETO对防御沉默的影响通过ETS中介。
而本研究对管理实践的启示主要有两点:(1)组织应采取更针对性的管理实践来提高ETS和ETO;(2)组织应通过营造信任氛围来降低员工沉默的发生。
Trust is a subjective assessment of another’s influence in terms of the extent of one’s perceptions about the quality and significance of another’s impact over one’s outcomes in a given situation. Trust is highly valuable to the realization of the organization function. If lack of trust, no one can prevent risks and every one will loss the benefit from the cooperation and share. However, the reality is not optimistic. Some surveys about the intra-organizational trust show that employee trust in immediate supervisor (abbr. ETS in the paper) and employee trust in organization (abbr. ETO in the paper) are both low level. And low ETS and ETO will directly affect the supervisor leadership realization and employee loyalty and dependence in organization. Therefore, ETS and ETO are the focuses of the research in this paper.
Overseas researchers have done a great deal of study on the trust, which expands our understanding in some extends. But the author considers that there lacks one systemic study about ETS and ETO, especially for study on the reason variables, the trust variables. Furthermore, under the intensive competition, the employee silences gain more and more attention, which already disturb organization decision-making and innovation. Then, will the enhancement of ETS and ETO effectively reduce employee silence? Finally, the former studies on the trust, trustworthy and silence are under the western culture background. Under the China’s culture background, will the study have same results regarding the China’s culture emphasis on confucianist thought such as power distance, collectivism and“face”culture?
Regarding the above problems, the author uses the empirical research of the questionnaires. With the survey on the 928 middle and low level employees, the paper discusses the present situation of ETS and ETO and the relationship between ETS, ETO and trustworthy and employee silence. The conclusion includes the following points,
1,From the results of descriptive analysis on the ETS and ETO, almost 50 percent employees comparatively and extremely trust their direct supervisors and organizations, whereas, the other 50 percent ones have low level and indefinite ETS and ETO. ETS and ETO have remarkable differences considering different marital status, enterprise character, employee level and enterprise developing stage. The empirical research on the ETS and ETO impact on the employee attitude shows that ETS and ETO are positively related to job satisfaction and organizational commitment, whereas negatively related to turnover intention. Furthermore, the ETS impact on the job satisfaction and organizational commitment is partially mediated by ETS and the ETO impact on the turnover intention is fully mediated by ETS.
2,Though there is great deal of overseas research on the intra-organization trust, the relation between trustworthy and trust are always confused and the trustworthy are conducts for the research rather than the trust. Therefore, based on the interview and overseas literature, this chapter induces the trustworthy of supervisor and organization and develops the dimensions and specific survey tools. The results show that six-dimensional structure is more suitable to the trustworthy of immediate supervisor, i.e. fairness, responsibility assumption, guide and support, promise fulfillment, competence and openness. And the eight-dimensional structure is more suitable to the trustworthy of the organization, i.e., systemic management, organizational development, occupational security, promise fulfillment, harmonious climate, fairness, personal development, openness.
3,With the research on relationship between the supervisor and organization trustworthy and ETS and ETO, the results show that six trustworthy of immediate supervisor have positive impact coefficient to ETS and the adjusted R2 is 72.9%, which means that the six factors will positively influence the ETS. The openness and promise fulfillment have higher R2 change. The eight trustworthy of the organization have positive impact coefficient to ETO and the adjusted R2 is 71.6%, which means that the six factors will positively influence the ETO and fairness have the highest R2 change It also shows that the trust propensity has no significant adjustment function on the trustworthy influence upon the trust level.
4,The overseas discussion on the employee silence is mostly on the conceptions and the correspondent questionnaires are rare. Therefore, based on the interview and overseas literature, the author induces the reasons of the employee silence and develops the dimensions and specific survey tools. The three-dimensional structure includes the acquiescent silence, disregard silence and defensive silence. The acquiescent silence is the passive and negative retention opinion when the employees anticipate they have no capability to change the present situation, which means that passive obedience. The defensive silence is the interpersonal barrier when the employees avoid expressing the opinion, which may between the colleagues or more between supervisors and subordinates. The disregard silence is the passive retention opinion when the employees have low commitment and involvement to the present job or organization, which means ignoring the organization benefit.
5,From the results of descriptive analysis on the employee silence, which shows that the employee silence is universal in the China’s enterprises. Relative to the acquiescent silence, the disregard silence and defensive silence are more popular. The three-dimensional employee silence has remarkable differences considering different ages, education level, accumulated job seniority, enterprise character, employee level and enterprise developing stage. The results show that ETS and ETO have negative impact on the employee silence, that it the higher of ETS and ETO, it has more advantage to reduce the employee acquiescent silence, disregard silence, and defensive silence. Furthermore, the ETO impact on the acquiescent silence, disregard silence, is partially mediated by ETS and the ETO impact on the defensive silence is fully mediated by ETS. The author also investigates the adjustment function of self-efficacy over the ETS and ETO influence over the employee silence. Among the interactive effects, the self-efficacy has adjustment functions upon the ETS impact on the defensive silence. Furthermore, the more of employee self-efficacy, the lower ETS negative impact on the employee silence and other interactive effects are not significant.
The research has the following two innovation points.
The author works out the intra-organizational trustworthy questionnaire. The research shows that the trustworthy of the immediate supervisor have six-dimensional structures, i.e. fairness, responsibility assumption, guide and support, promise fulfillment, competence and openness. And the trustworthy of the organization have eight-dimensional structure, i.e., systemic management, organizational development, occupational security, promise fulfillment, harmonious climate, fairness, personal development, openness. Among the above trustworthy dimensions, the supervisor openness is most advantageous to the ETS explanation and others in turn are promise fulfillment, responsibility assumption, fairness, competence and guide and support. The organization fairness is most advantageous to the ETO explanation and others in turn are organizational development, promise fulfillment, openness, systemic management, personal development, harmonious climate and occupational security.
(2) The author put forward that employee silence contains three dimensions, i.e. acquiescent silence, defensive silence, and disregard silence. The research proves the ETS and ETO effect on the employee silence, which the former will significantly reduce the employee silence
The research has two enlightenments on the management practices. First, organization should adopt more pointed management practices to enhance ETS and ETO. Second, organization should build trust climate to reduce the employee silence.
国外学者对此类信任问题已经做过大量的探讨,这些研究不同程度上拓展了我们的认识。但作者看来,还缺乏一个关于影响员工对上级和组织信任的一个整合研究,特别是前因变量——信任因素的研究,另外,在竞争日趋激烈的今天,阻碍组织决策质量和创新水平的员工沉默行为正得到越来越多的关注,那么,员工对上级和组织信任的提高是否可以有效降低员工的沉默水平?最后,以往关于信任、信任因素和沉默的研究多是在西方文化背景下,中国文化内涵中的儒家思想、权力差距、集体主义和面子文化是否会影响相关的研究结果?
围绕上述问题,作者采用问卷调查的实证研究方法,通过对928名中低层员工的调研,探讨了中国背景下ETS和ETO的现状,以及ETS和ETO与前因变量(信任因素)和结果变量(员工沉默)之间的关系。本研究的结论具体包括以下几点:
1,从ETS和ETO描述性分析的结果来看,接近50%的员工对他们的直接上级和所在组织比较信任和非常信任,而另有一半员工的ETS和ETO水平较低和不确定。不同婚姻状况、企业性质、员工层级和企业发展阶段的ETS和ETO存在显著差异,而ETS和ETO对员工工作态度的实证研究则表明,ETS和ETO对组织承诺和工作满意度有积极的影响,对员工的离职倾向有负的影响,并且ETO对组织承诺和工作满意度的影响通过ETS部分中介,ETO对离职倾向的影响通过ETS完全中介。
2,虽然国外研究者对于员工组织内信任进行了大量的研究,但是许多研究者常常混淆信任因素和信任的关系,常常使用信任因素来代替信任进行相关研究。因此,本研究基于访谈和国外文献,对上级和组织的信任因素进行归纳,再经过预试和正式问卷调查,开发出上级和组织信任因素的维度和具体测量工具。研究结果表明:上级可信任因素的六维结构拟合更好,六维结构分别为:公平公正、承担责任、指导和支持、履行承诺、业务能力、公开开放。而组织可信任因素的八维结构拟合相对更好,八因素结构分别为:规范管理、组织发展、职业保障、履行承诺、和谐气氛、公正公平、个人发展、公开开放。
3,在上级和组织信任因素与ETS和ETO的关系研究中,6个上级可信因素对ETS的影响系数为正,并且累计解释因变量达72.9%,说明上级的6个可信因素都会正向影响ETS水平,公开开放和履行承诺对因变量的解释较高。8个组织可信因素对ETO的影响系数为正,累计解释因变量达71.6%,说明组织的8个可信因素都会正向影响ETO水平,公正公平对因变量的解释较高。研究同时表明,信任倾向在信任因素对信任水平影响中的调节作用并不显著。
4,国外关于员工沉默的研究大多处于概念的探讨,相关的问卷较为鲜见,因此,作者基于访谈和国外文献,对员工沉默动因的条目进行归纳,并经过预试和正式问卷调查,开发出员工沉默的维度和具体测量工具。三维结构分别为:默许沉默、漠视沉默和防御沉默。默许性沉默是员工预期自己没有能力改变现状而被动、消极的保留观点,意味着消极的顺从。防御沉默是员工为了避免发表意见而产生人际隔阂,这种隔阂可以是同事间,而更多是上级和下级间的,它是员工为了自身的心理安全而采用的更为主动的、有意识的自我保护。漠视性沉默是员工对现有工作或组织低水平的承诺和卷入而消极的保留观点,意味着漠视组织的利益。
5,从员工沉默三个维度的描述性分析来看,中国企业的员工沉默现象较为普遍,相对漠视沉默,组织中默许沉默和防御沉默更为普遍。员工沉默的三个维度在不同年龄、教育程度、累计工龄、企业性质、员工层级、企业发展阶段水平上存在显著差异。在探讨员工组织内信任对员工沉默行为的影响研究中,作者使用ETS和ETO为自变量,以员工沉默的三个维度为因变量,运用调查数据对此模型进行验证,结果表明:ETS和ETO对员工沉默有负面的影响,也即,ETS和ETO越高,越有利于消弱员工的默许沉默、漠视沉默和防御沉默。并且ETO对漠视沉默的影响通过ETS部分中介,ETO对默许沉默和防御沉默的影响通过ETS完全中介。本研究同样考察了自我效能在ETS和ETO对员工沉默影响的调节作用,在所有的交互效应中自我效能只是在ETS对防御沉默的影响中起到调节作用,并且员工自我效能越大,ETS对员工防御沉默的负向影响越小,其他的交互效应项并不显著。
本研究的创新点有以下两个:
(1)本研究开发了中国背景的员工组织内信任因素的量表。发现员工上级的可信因素包括6个维度,分别为公平公正、承担责任、指导和支持、履行承诺、业务能力、公开开放。组织可信任因素为八因素结构:规范管理、组织发展、职业保障、履行承诺、和谐气氛、公正公平、个人发展、公开开放。而上述可信因素的维度中,上级的公开开放更有利于对ETS的解释,其他依次为履行承诺、承担责任、公正公平、业务能力和指导支持;组织的公正公平更有利于对ETO的解释,其他依次为组织发展、履行承诺、公开开放、规范管理、个人发展、和谐气氛和职业保障。
(2)本研究提出员工沉默的三维度结构,员工沉默的三个维度分别为,默许沉默、漠视沉默和防御沉默。作者使用此员工三维度问卷验证了ETS和ETO对员工沉默的影响,结果表明ETS和ETO都会显著降低员工的沉默行为。并且ETS和ETO对默许沉默和漠视沉默有直接作用,而ETO对防御沉默的影响通过ETS中介。
而本研究对管理实践的启示主要有两点:(1)组织应采取更针对性的管理实践来提高ETS和ETO;(2)组织应通过营造信任氛围来降低员工沉默的发生。
Trust is a subjective assessment of another’s influence in terms of the extent of one’s perceptions about the quality and significance of another’s impact over one’s outcomes in a given situation. Trust is highly valuable to the realization of the organization function. If lack of trust, no one can prevent risks and every one will loss the benefit from the cooperation and share. However, the reality is not optimistic. Some surveys about the intra-organizational trust show that employee trust in immediate supervisor (abbr. ETS in the paper) and employee trust in organization (abbr. ETO in the paper) are both low level. And low ETS and ETO will directly affect the supervisor leadership realization and employee loyalty and dependence in organization. Therefore, ETS and ETO are the focuses of the research in this paper.
Overseas researchers have done a great deal of study on the trust, which expands our understanding in some extends. But the author considers that there lacks one systemic study about ETS and ETO, especially for study on the reason variables, the trust variables. Furthermore, under the intensive competition, the employee silences gain more and more attention, which already disturb organization decision-making and innovation. Then, will the enhancement of ETS and ETO effectively reduce employee silence? Finally, the former studies on the trust, trustworthy and silence are under the western culture background. Under the China’s culture background, will the study have same results regarding the China’s culture emphasis on confucianist thought such as power distance, collectivism and“face”culture?
Regarding the above problems, the author uses the empirical research of the questionnaires. With the survey on the 928 middle and low level employees, the paper discusses the present situation of ETS and ETO and the relationship between ETS, ETO and trustworthy and employee silence. The conclusion includes the following points,
1,From the results of descriptive analysis on the ETS and ETO, almost 50 percent employees comparatively and extremely trust their direct supervisors and organizations, whereas, the other 50 percent ones have low level and indefinite ETS and ETO. ETS and ETO have remarkable differences considering different marital status, enterprise character, employee level and enterprise developing stage. The empirical research on the ETS and ETO impact on the employee attitude shows that ETS and ETO are positively related to job satisfaction and organizational commitment, whereas negatively related to turnover intention. Furthermore, the ETS impact on the job satisfaction and organizational commitment is partially mediated by ETS and the ETO impact on the turnover intention is fully mediated by ETS.
2,Though there is great deal of overseas research on the intra-organization trust, the relation between trustworthy and trust are always confused and the trustworthy are conducts for the research rather than the trust. Therefore, based on the interview and overseas literature, this chapter induces the trustworthy of supervisor and organization and develops the dimensions and specific survey tools. The results show that six-dimensional structure is more suitable to the trustworthy of immediate supervisor, i.e. fairness, responsibility assumption, guide and support, promise fulfillment, competence and openness. And the eight-dimensional structure is more suitable to the trustworthy of the organization, i.e., systemic management, organizational development, occupational security, promise fulfillment, harmonious climate, fairness, personal development, openness.
3,With the research on relationship between the supervisor and organization trustworthy and ETS and ETO, the results show that six trustworthy of immediate supervisor have positive impact coefficient to ETS and the adjusted R2 is 72.9%, which means that the six factors will positively influence the ETS. The openness and promise fulfillment have higher R2 change. The eight trustworthy of the organization have positive impact coefficient to ETO and the adjusted R2 is 71.6%, which means that the six factors will positively influence the ETO and fairness have the highest R2 change It also shows that the trust propensity has no significant adjustment function on the trustworthy influence upon the trust level.
4,The overseas discussion on the employee silence is mostly on the conceptions and the correspondent questionnaires are rare. Therefore, based on the interview and overseas literature, the author induces the reasons of the employee silence and develops the dimensions and specific survey tools. The three-dimensional structure includes the acquiescent silence, disregard silence and defensive silence. The acquiescent silence is the passive and negative retention opinion when the employees anticipate they have no capability to change the present situation, which means that passive obedience. The defensive silence is the interpersonal barrier when the employees avoid expressing the opinion, which may between the colleagues or more between supervisors and subordinates. The disregard silence is the passive retention opinion when the employees have low commitment and involvement to the present job or organization, which means ignoring the organization benefit.
5,From the results of descriptive analysis on the employee silence, which shows that the employee silence is universal in the China’s enterprises. Relative to the acquiescent silence, the disregard silence and defensive silence are more popular. The three-dimensional employee silence has remarkable differences considering different ages, education level, accumulated job seniority, enterprise character, employee level and enterprise developing stage. The results show that ETS and ETO have negative impact on the employee silence, that it the higher of ETS and ETO, it has more advantage to reduce the employee acquiescent silence, disregard silence, and defensive silence. Furthermore, the ETO impact on the acquiescent silence, disregard silence, is partially mediated by ETS and the ETO impact on the defensive silence is fully mediated by ETS. The author also investigates the adjustment function of self-efficacy over the ETS and ETO influence over the employee silence. Among the interactive effects, the self-efficacy has adjustment functions upon the ETS impact on the defensive silence. Furthermore, the more of employee self-efficacy, the lower ETS negative impact on the employee silence and other interactive effects are not significant.
The research has the following two innovation points.
The author works out the intra-organizational trustworthy questionnaire. The research shows that the trustworthy of the immediate supervisor have six-dimensional structures, i.e. fairness, responsibility assumption, guide and support, promise fulfillment, competence and openness. And the trustworthy of the organization have eight-dimensional structure, i.e., systemic management, organizational development, occupational security, promise fulfillment, harmonious climate, fairness, personal development, openness. Among the above trustworthy dimensions, the supervisor openness is most advantageous to the ETS explanation and others in turn are promise fulfillment, responsibility assumption, fairness, competence and guide and support. The organization fairness is most advantageous to the ETO explanation and others in turn are organizational development, promise fulfillment, openness, systemic management, personal development, harmonious climate and occupational security.
(2) The author put forward that employee silence contains three dimensions, i.e. acquiescent silence, defensive silence, and disregard silence. The research proves the ETS and ETO effect on the employee silence, which the former will significantly reduce the employee silence
The research has two enlightenments on the management practices. First, organization should adopt more pointed management practices to enhance ETS and ETO. Second, organization should build trust climate to reduce the employee silence.
引文
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