破镜能否重圆:组织信任修复能挽回员工对组织的信任吗?
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摘要
已有信任修复领域的研究视角大多聚集人际层面,较少从组织层面完整探讨信任修复策略的有效性,而且没有充分比较不同组织信任违背类型对组织信任的破坏程度。本文以真实遭遇过组织信任危机的某国有企业182名正式员工为被试,采用情境实验法对组织信任违背(能力违背、正直违背、善心违背)和组织信任修复(控制不信任、展示可信度)进行3×2两因素被试间设计,操作六种刺激情境探讨研究假设。情境实验结果表明:(1)组织信任违背对员工的组织信任有负向影响,且善心违背、正直违背和能力违背对组织信任的破坏程度依次增大;(2)组织信任修复对组织信任有正向影响,控制不信任比展示可信度对组织信任的影响更大;(3)组织信任修复和组织信任违背的交互作用显著影响组织信任,组织信任修复在一定程度上能够修复被破坏的组织信任;(4)整体而言,相对于展示可信度,控制不信任对三种不同组织信任违背类型的修复效果更好。最后,本研究对理论与实践启示、以及研究局限与建议展开了讨论。
Most of the research perspectives in the ?eld of trust repair focus on interpersonal level, and few fully discuss the effectiveness of trust repair strategies from the organizational level, and fail to fully compare the destructiveness of three trust violation types. This study selected 182 employees of a typical state-owned enterprise, and used 3×2 two factors subjects between design, that was organizational trust violation(ability, benevolence, integrity) and organizational trust repair(distrust regulation, trustworthiness demonstration). Six kinds of stimulation scenarios were used to explore the research hypothesis. The results show that:(1) Organizational trust violation has a signi?cantly negative effect on organizational trust, and the degree of damage to organizational trust from benevolence violation, integrity violation and ability violation increases successively;(2) Organizational trust repair has a signi?cantly positive effect on organizational trust;(3) The interaction between organizational trust repair and organizational trust violation affects organizational trust, and organizational trust repair can repair damaged organizational trust to a certain extent;(4) Compared with trustworthiness demonstration, distrust regulation has a better repair effect on organizational trust violation. Finally, this paper discusses the theoretical and practical implications, research limitations and suggestions.
Most of the research perspectives in the ?eld of trust repair focus on interpersonal level, and few fully discuss the effectiveness of trust repair strategies from the organizational level, and fail to fully compare the destructiveness of three trust violation types. This study selected 182 employees of a typical state-owned enterprise, and used 3×2 two factors subjects between design, that was organizational trust violation(ability, benevolence, integrity) and organizational trust repair(distrust regulation, trustworthiness demonstration). Six kinds of stimulation scenarios were used to explore the research hypothesis. The results show that:(1) Organizational trust violation has a signi?cantly negative effect on organizational trust, and the degree of damage to organizational trust from benevolence violation, integrity violation and ability violation increases successively;(2) Organizational trust repair has a signi?cantly positive effect on organizational trust;(3) The interaction between organizational trust repair and organizational trust violation affects organizational trust, and organizational trust repair can repair damaged organizational trust to a certain extent;(4) Compared with trustworthiness demonstration, distrust regulation has a better repair effect on organizational trust violation. Finally, this paper discusses the theoretical and practical implications, research limitations and suggestions.
引文
1.陈建安,法何,陶雅.(2015).能动主义视角下的组织-员工关系修复研究.经济管理,37(1),65-76.
2.韩平,宁吉.(2013).基于两种信任违背类型的信任修复策略研究.管理学报,10(3),390-396.
3.韩平,闫围,曹洁琼.(2014).企业内人际信任修复策略的作用机理研究-以三种常见的口头信任修复策略为例.预测,33(1),1-8.
4.林诚光.(2012).准实验研究.P.178-188.陈晓萍,徐淑英,樊景立.(主编).组织与管理研究的实证方法(第二版).北京:北京大学出版社.
5.彭泗清.(1999).信任的建立机制:关系运作与法制手段.社会学研究,(2),53-66.
6.王飞雪,山岸俊男.(1999).信任的中、日、美比较研究.社会学研究,(2),67-82.
7.王绮,彭遥,陆绍凯.(2018).巧打感情牌还是直接给甜头?本土研发联盟中的信任修复策略研究.中国人力资源开发,35(1),60-70.
8.谢庆红,崔兴文,付晓蓉,魏琴.(2017).渠道冲突下成员间信任修复机制研究.科研管理,10(10),102-110.
9.杨柳,程延园,张庆,薛峰.(2015).不公平情境下组织道歉策略对雇佣关系的弥补作用:一项实验研究.中国人力资源开发,(21),72-78.
10.姚琦,马华维,乐国安,杨柳.(2012).组织信任修复的有效性:兼顾违背类型与修复策略的影响.应用心理学,18(2),99-108.
11.于海波,方俐洛,凌文辁,郑晓明.(2007).组织信任对员工态度和离职意向、组织财务绩效的影响.心理学报,39(2),311-320.
12.袁博,董悦,李伟强.(2017).道歉在信任修复中的作用:来自元分析的证据.心理科学进展,25(7),1103-1113.
13.袁凌,余悦,李健.(2015).基于信任修复的企业劳资冲突解决策略研究.华东经济与管理,29(2),158-163.
14.郑也夫,彭泗清.(2003).中国社会中的信任.北京:中国城市出版社.
15.Bachmann,R.,Gillespie,N.,&Priem,R.(2015).Repairing trust in organizations and institutions:Toward a conceptual framework.Organization Studies,36(9),1123-1142.
16.Bozic,B.,Siebert,S.,&Martin,G.(2018).A strategic action fields perspective on organizational trust repair.European Management Journal,in press.
17.Castilla,E.J.,&Benard,S.(2010).The paradox of meritocracy in organizations.Administrative Science Quarterly,55(4),543-576.
18.Colquitt,J.A.,Scott,B.A.,&LePine,J.A.(2007).Trust,trustworthiness,and trust propensity:A meta-analytic test of their unique relationships with risk and job performance.Journal of Applied Psychology,92(4),909-927.
19.Desmet,P.T.M.,Cremer,D.D.,&Dijk,E.V.(2011).In money we trust?The use of financial compensations to repair trust in the aftermath of distributive harm.Organizational Behavior and Human Decision Processes,114(2),75-86.
20.Dirks,K,T.,&Ferrin,D.L.(2002).Trust in leadership:Meta-analytic findings and implications for research and practice.Journal of Applied Psychology,87(4),611-628.
21.Dirks,K.T.,Kim,P.H.,Ferrin,D.L.,&Cooper,C.D.(2011).Understanding the effects of substantive responses on trust following a transgression.Organizational Behavior and Human Decision Processes,114(2),87-103.
22.Dirks,K.T.,Lewicki,R.J.,&Zaheer,A.(2009).Repairing relationships within and between organizations:Building a conceptual foundation.Academy of Management Review,34(1),68-84.
23.Farh,J.L.,Tsui,A.,Xin,K.,&Cheng,B.(1998).The influence of relational demography and guanxi:the Chinese case.Organization Science,9(4),471-488.
24.Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.(2007).Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for responding to integrity-and competence-based trust violations.Journal of Applied Psychology,92(4),893-908.
25.Fuoli,M.,Joost,V.D.W.,&Paradis,C.(2017).Denial outperforms apology in repairing organizational trust despite strong evidence of guilt.Public Relations Review,43(4),645-660.
26.Gillespie,N.,&Dietz,G.(2009).Trust repair after an organization-level failure.Academy of Management Review,34(1),127-145.
27.Gillespie,N.and Siebert,S.(2018),"Organizational trust repair",in Searle,R.,Nienaber,A.and Sitkin,S.(Eds),The Routledge Companion to Trust,Routledge,London.
28.Kim,P.H.,Dirks,K.T.&Cooper,C.D.(2009).The repair of trust:A dynamic bilateral perspective and multilevel conceptualization.Academy of Management Review,34(3),401-422.
29.Kim,P.H.,Ferrin,D.L.,Cooper,C.D.,&Dirks,K.T.(2004).Removing the shadow of suspicion:The effects of apology versus denial for repairing competence-versus integrity-based trust violations.Journal of Applied Psychology,89(1),104-118.
30.Kim,P.H.,Dirks,K.T.,Cooper,C.D.,&Ferrin,D.L.(2006).When more blame is better than less:the implications of internal vs.external attributions for the repair of trust after a competence-vs.integrity-based trust violation.Organizational Behavior and Human Decision Processes,99(1),49-65.
31.Kim,P.H.,Cooper,C.D.,Dirks,K.T.,&Ferrin,D.L.(2013).Repairing trust with individuals vs.groups.Organizational Behavior and Human Decision Processes,120(1),1-14.
32.Mayer,R.C.,&Davis,J.H.(1999).The effect of the performance appraisal system on trust for management:A field quasi-experiment.Journal of Applied Psychology,84(1),123-136.
33.Mayer,R.C.,Davis,J.H.,&Schoorman,F.D.(1995).An integrative model of organizational trust.Academy of Management Review,20(3),709-734.
34.Mayer,R.C.&Gavin,M.B.(2005).Trust in management and performance:Who minds the shop while the employees watch the boss?Academy of Management Journal,48(5),874-888.
35.Reb,J.,Goldman,B.M.,Kray,L.J.,&Cropanzano,R.(2006).Different wrongs,different remedies?Reactions to organizational remedies after procedural and interactional injustice.Personnel Psychology,59(1),31-64.
36.Ren,H.,&Gray,B.(2009).Repairing relationship conflict:How violation types and culture influence the effectiveness of restoration rituals.Academy of Management Review,34(1),105-126.
37.Robinson,S.L.(1996).Trust and breach of the psychological contract.Administrative Science Quarterly,41(4),574-599.
38.Roderick,M.K.&Roy,J.L.(2010).Repairing and enhancing trust:Approaches to reducing organizational trust deficits.Academy of Management Annals,4(1),245-277.
39.Rousseau,D.M.,&Tijoriwala,S.A.(1998).Assessing psychological contracts:Issues,alternatives and measures.Journal of Organizational Behavior,19(S1),679-695.
40.Schoorman,F.D.,Mayer,R.C.&Davis,J.H.(1996).Organizational trust:Philosophical perspectives and conceptual definitions.Academy of Management Review,21(2),337-340.
41.Schoorman,F.D.,Mayer,R.C.&Davis,J.H.(2007).An integrative model of organizational trust:Past,present,and future.Academy of Management Review,32(2),344-354.
42.Simmel,G.(1900).The philosophy of money(first edition1900).London:Routledge.
43.Stevens,M.,MacDuffie,J.,&Helper,S.(2015).Reorienting and recalibrating inter-organizational relationships:Strategies for achieving optimal trust.Organization Studies,36(9),1237-1264.
44.Tomlinson,E.C.,&Mayer,R.C.(2009).The role of causal attribution dimensions in trust repair.Academy of Management Review,34(1),85-104.
45.Tomprou,M.,Rousseau,D.M.,&Hansen,S.D.(2015).The psychological contracts of violation victims:A post-violation model.Journal of Organizational Behavior,36(4),561-581.
46.Tsui,A.S.,Pearce,J.L.,Porter,L.W.,&Tripoli,A.M.(1997).Alternative approaches to the employee-organizational relationship:Does investment in employees pay off?Academy of Management Journal,40(5),1089-1121.
47.Weiner,B.(1986).An attributional model of motivation and emotion.New York,Springer-Verlag,126-135.
2.韩平,宁吉.(2013).基于两种信任违背类型的信任修复策略研究.管理学报,10(3),390-396.
3.韩平,闫围,曹洁琼.(2014).企业内人际信任修复策略的作用机理研究-以三种常见的口头信任修复策略为例.预测,33(1),1-8.
4.林诚光.(2012).准实验研究.P.178-188.陈晓萍,徐淑英,樊景立.(主编).组织与管理研究的实证方法(第二版).北京:北京大学出版社.
5.彭泗清.(1999).信任的建立机制:关系运作与法制手段.社会学研究,(2),53-66.
6.王飞雪,山岸俊男.(1999).信任的中、日、美比较研究.社会学研究,(2),67-82.
7.王绮,彭遥,陆绍凯.(2018).巧打感情牌还是直接给甜头?本土研发联盟中的信任修复策略研究.中国人力资源开发,35(1),60-70.
8.谢庆红,崔兴文,付晓蓉,魏琴.(2017).渠道冲突下成员间信任修复机制研究.科研管理,10(10),102-110.
9.杨柳,程延园,张庆,薛峰.(2015).不公平情境下组织道歉策略对雇佣关系的弥补作用:一项实验研究.中国人力资源开发,(21),72-78.
10.姚琦,马华维,乐国安,杨柳.(2012).组织信任修复的有效性:兼顾违背类型与修复策略的影响.应用心理学,18(2),99-108.
11.于海波,方俐洛,凌文辁,郑晓明.(2007).组织信任对员工态度和离职意向、组织财务绩效的影响.心理学报,39(2),311-320.
12.袁博,董悦,李伟强.(2017).道歉在信任修复中的作用:来自元分析的证据.心理科学进展,25(7),1103-1113.
13.袁凌,余悦,李健.(2015).基于信任修复的企业劳资冲突解决策略研究.华东经济与管理,29(2),158-163.
14.郑也夫,彭泗清.(2003).中国社会中的信任.北京:中国城市出版社.
15.Bachmann,R.,Gillespie,N.,&Priem,R.(2015).Repairing trust in organizations and institutions:Toward a conceptual framework.Organization Studies,36(9),1123-1142.
16.Bozic,B.,Siebert,S.,&Martin,G.(2018).A strategic action fields perspective on organizational trust repair.European Management Journal,in press.
17.Castilla,E.J.,&Benard,S.(2010).The paradox of meritocracy in organizations.Administrative Science Quarterly,55(4),543-576.
18.Colquitt,J.A.,Scott,B.A.,&LePine,J.A.(2007).Trust,trustworthiness,and trust propensity:A meta-analytic test of their unique relationships with risk and job performance.Journal of Applied Psychology,92(4),909-927.
19.Desmet,P.T.M.,Cremer,D.D.,&Dijk,E.V.(2011).In money we trust?The use of financial compensations to repair trust in the aftermath of distributive harm.Organizational Behavior and Human Decision Processes,114(2),75-86.
20.Dirks,K,T.,&Ferrin,D.L.(2002).Trust in leadership:Meta-analytic findings and implications for research and practice.Journal of Applied Psychology,87(4),611-628.
21.Dirks,K.T.,Kim,P.H.,Ferrin,D.L.,&Cooper,C.D.(2011).Understanding the effects of substantive responses on trust following a transgression.Organizational Behavior and Human Decision Processes,114(2),87-103.
22.Dirks,K.T.,Lewicki,R.J.,&Zaheer,A.(2009).Repairing relationships within and between organizations:Building a conceptual foundation.Academy of Management Review,34(1),68-84.
23.Farh,J.L.,Tsui,A.,Xin,K.,&Cheng,B.(1998).The influence of relational demography and guanxi:the Chinese case.Organization Science,9(4),471-488.
24.Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.(2007).Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for responding to integrity-and competence-based trust violations.Journal of Applied Psychology,92(4),893-908.
25.Fuoli,M.,Joost,V.D.W.,&Paradis,C.(2017).Denial outperforms apology in repairing organizational trust despite strong evidence of guilt.Public Relations Review,43(4),645-660.
26.Gillespie,N.,&Dietz,G.(2009).Trust repair after an organization-level failure.Academy of Management Review,34(1),127-145.
27.Gillespie,N.and Siebert,S.(2018),"Organizational trust repair",in Searle,R.,Nienaber,A.and Sitkin,S.(Eds),The Routledge Companion to Trust,Routledge,London.
28.Kim,P.H.,Dirks,K.T.&Cooper,C.D.(2009).The repair of trust:A dynamic bilateral perspective and multilevel conceptualization.Academy of Management Review,34(3),401-422.
29.Kim,P.H.,Ferrin,D.L.,Cooper,C.D.,&Dirks,K.T.(2004).Removing the shadow of suspicion:The effects of apology versus denial for repairing competence-versus integrity-based trust violations.Journal of Applied Psychology,89(1),104-118.
30.Kim,P.H.,Dirks,K.T.,Cooper,C.D.,&Ferrin,D.L.(2006).When more blame is better than less:the implications of internal vs.external attributions for the repair of trust after a competence-vs.integrity-based trust violation.Organizational Behavior and Human Decision Processes,99(1),49-65.
31.Kim,P.H.,Cooper,C.D.,Dirks,K.T.,&Ferrin,D.L.(2013).Repairing trust with individuals vs.groups.Organizational Behavior and Human Decision Processes,120(1),1-14.
32.Mayer,R.C.,&Davis,J.H.(1999).The effect of the performance appraisal system on trust for management:A field quasi-experiment.Journal of Applied Psychology,84(1),123-136.
33.Mayer,R.C.,Davis,J.H.,&Schoorman,F.D.(1995).An integrative model of organizational trust.Academy of Management Review,20(3),709-734.
34.Mayer,R.C.&Gavin,M.B.(2005).Trust in management and performance:Who minds the shop while the employees watch the boss?Academy of Management Journal,48(5),874-888.
35.Reb,J.,Goldman,B.M.,Kray,L.J.,&Cropanzano,R.(2006).Different wrongs,different remedies?Reactions to organizational remedies after procedural and interactional injustice.Personnel Psychology,59(1),31-64.
36.Ren,H.,&Gray,B.(2009).Repairing relationship conflict:How violation types and culture influence the effectiveness of restoration rituals.Academy of Management Review,34(1),105-126.
37.Robinson,S.L.(1996).Trust and breach of the psychological contract.Administrative Science Quarterly,41(4),574-599.
38.Roderick,M.K.&Roy,J.L.(2010).Repairing and enhancing trust:Approaches to reducing organizational trust deficits.Academy of Management Annals,4(1),245-277.
39.Rousseau,D.M.,&Tijoriwala,S.A.(1998).Assessing psychological contracts:Issues,alternatives and measures.Journal of Organizational Behavior,19(S1),679-695.
40.Schoorman,F.D.,Mayer,R.C.&Davis,J.H.(1996).Organizational trust:Philosophical perspectives and conceptual definitions.Academy of Management Review,21(2),337-340.
41.Schoorman,F.D.,Mayer,R.C.&Davis,J.H.(2007).An integrative model of organizational trust:Past,present,and future.Academy of Management Review,32(2),344-354.
42.Simmel,G.(1900).The philosophy of money(first edition1900).London:Routledge.
43.Stevens,M.,MacDuffie,J.,&Helper,S.(2015).Reorienting and recalibrating inter-organizational relationships:Strategies for achieving optimal trust.Organization Studies,36(9),1237-1264.
44.Tomlinson,E.C.,&Mayer,R.C.(2009).The role of causal attribution dimensions in trust repair.Academy of Management Review,34(1),85-104.
45.Tomprou,M.,Rousseau,D.M.,&Hansen,S.D.(2015).The psychological contracts of violation victims:A post-violation model.Journal of Organizational Behavior,36(4),561-581.
46.Tsui,A.S.,Pearce,J.L.,Porter,L.W.,&Tripoli,A.M.(1997).Alternative approaches to the employee-organizational relationship:Does investment in employees pay off?Academy of Management Journal,40(5),1089-1121.
47.Weiner,B.(1986).An attributional model of motivation and emotion.New York,Springer-Verlag,126-135.
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