涉警危机情境下的警民信任修复效果差异及其内在机理分析——来自SOR理论和自我建构理论的解释
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摘要
文章利用3个实验细致分析了涉警危机事件发生后,不同修复策略、不同修复时机和民众负面情绪对警民信任的修复效果,并比较了不同自我建构类型人群的信任修复效果差异。研究发现:第一,涉警危机事件发生后,民众的负面情绪越高,其对警民信任修复效果产生的负向影响越强。第二,在涉警危机事件发生前,依存型人格较独立型人格对警察持有更高的初始信任水平;在涉警危机事件发生后,依存型人格群体中的负面情绪越高,修复策略的修复效果越差,但是,独立型人格群体中的负面情绪复效果高低对修影响则无明显差异。第三,警民信任危机事件发生后,修复时机对修复效果的影响"因人而异",在依存型人格的群体中,延迟修复效果优于即时修复效果,但在独立型人格群体中的修复效果却无明显差异。第四,民众自我建构水平、修复策略与修复时机三者之间存在三维交互效应。由此,科学平息民众负面情绪、充分利用大数据精准施策、"因人施策""因时施策",尤其是要注意对依存型人格人群的因势利导,是当前修复警民信任关系水平的可行之策。
引文
(1)本文的警民信任仅指民众对警察群体单方面的信任,警民信任危机也仅指民众对警察群体大规模的不信任心态。
(2)2016年5月7日晚,北京市昌平区警方将涉嫌嫖娼的雷洋带回公安机关审查的过程中,雷洋突发身体不适,送医后抢救无效死亡。后查明系胃内容物吸入呼吸道致窒息死亡。同时,涉案警务人员在执法中存在不当行为,分别给予开除公职、开除党籍、解除劳动合同等处分。
(3)2013年10月28日晚,广西平南县大鹏镇一名民警胡某在醉酒情况下无故开枪将女店主打死。胡某以故意杀人罪被判处死刑、剥夺政治权利终身。
(1)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(2)Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for repairing integrity-and competence-based trust violations[J].Journal of Applied Psychology,2007,92(4).
(3)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(4)Schweitzer,M.E.,Hershey,J.C.,&Bradlow,E.T.Promises and lies:Restoring violated trust[J].Organizational Behavior and Human Decision Processes,2006,(101).
(5)LIN S W&LO L Y S.Evoking online consumer impulse buying through virtual layout schemes[J].Behaviour&Information Technology,2016,35(1).
(6)LORENZO-ROMERO C,ALARCON-DEL-AMO M D C,&GOMEZ-BORJA M A.Analyzing the user behavior toward electronic commerce stimuli[J].Frontiers in Behavioral Neuroscience,2016,(10).
(7)HU X,HUANG Q,&ZHONG X.The influence of peer characteristics and technical features of a social shopping website on a consumer's purchase intention[J].International Journal of In-formation Management,2016,36(6).
(8)梁阜,李树文,孙锐.SOR视角下组织学习对组织创新绩效的影响[J].管理科学,2017,(30).
(1)Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for repairing integrity-and competence-based trust violations[J].Journal of Applied Psychology,2007,92(4).
(2)Kim,P.H.,Ferrin,D.L.,Cooper,C.D.,&Dirks,K.T.Removing the shadow of suspicion:the effects of apology versus denial for repairing competence-versus integrity-based trust violations[J].Journal of Applied Psychology,2004,89(1).
(3)Schweitzer,M.E.,Hershey,J.C.,&Bradlow,E.T.Promises and lies:Restoring violated trust[J].Organizational Behavior and Human Decision Processes,2006,(101).
(4)Josang,A.,Ismail.R.,&Boyd.C.A survey of trust and reputation systems for online service provision[J].Decision Support Systems,2007,(43).
(5)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(6)韩平,宁吉.基于两种信任违背类型的信任修复策略研究[J].管理学报,2013,10(3).
(7)韩平,宁吉.基于两种信任违背类型的信任修复策略研究[J].管理学报,2013,10(3).
(8)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2):165-187.
(9)Hatfield,E.,Cacioppo,J.T.,&Rapson,R.L.Primitive Emotional Contagion[M]//Clark MS.Reviewof Personality and Social Psychology,Newbury Park:Sage,1992,(14).
(10)Gerull,F.C.&Rapee,R.M.Mother knows best:Effects of maternal modelling on the acquisition of fear and avoidance behaviour in toddlers[J].Behaviour Research and Therapy,2002,(40).
(11)Hoffman,M.L.How automatic and representational is empathy,and why[J].Behavioral and Brain Sciences,2002,(25).
(12)Preston,S.D.,&De Waal,F.Empathy:Its Ultimate and Proximate Bases[J].Behavioral and Brain Sciences,2002,(25).
(13)Hoffman,M.L.How automatic and representational is empathy,and why[J].Behavioral and Brain Sciences,2002,(25).
(14)杜建刚,范秀成.服务失败中群体消费者心理互动过程研究[J].管理科学学报,2011,(12).
(15)Barsade,S.The ripple effect:Emotional contagion and its influence on group behavior[J].Administrative Science Quarterly,2002,(47).
(1)Loewenstein,G.Frames of Mind in Inter-Temporal Choice[J].Management Science,1998,(2).
(2)O’Donoghue T.,&M.Rabin.Doing It Now or Later[J].American Economic Review,1999,(89).
(3)Nakayachi,K.,&Watabe,M.Restoring trust worthiness after adverse events:The signaling effects of voluntary‘hostage posting’on trust[J].Organizational Behavior and Human Decision Processes,2005,(97).
(4)Desmet,P.T.M.,De Cremer,D.,&van Dijk,E.In money we trust The use of financial compensations to repair trust in the aftermath of distributive harm[J].Organizational Behavior and Human Decision Processes,2011,114(2).
(5)Markus,H.R.,&Kitayama,S.Culture and the self:Implication for cognition,emotion and motivation[J].Journal of personality and social psychology,1991,(98).
(6)刘艳、邹泓.自我建构理论的发展和评价[J].心理科学,2007,30(5).
(7)Lalwani,A.K.,&Shavitt S.You Get What You Pay For Self-Construal Influences Price-Quality Judgment[J].Journal of Consumer Research,2013,40(2).
(8)Lalwani,A.K.,&Shavitt S.You Get What You Pay For Self-Construal Influences Price-Quality Judgment[J].Journal of Consumer Research,2013,40(2).
(9)刘鑫,杨东涛.互动公平对工作敬业度的影响---信任领导的中介作用及自我建构的调节作用[J].软科学,2015,29(3)
(1)何轩.互动公平真的就能治疗“沉默”病吗?----以中庸思维作为调节变量的本土实证研究[J].管理世界,2009,(4).
(2)Festinger,L.A Theory of Cognitive Dissonance[M].Stanford U.Press.1957.
(3)Ekman,P.&Friesen,W.V.A new pan-cultural facial expression of emotion[J].Motivation and Emotion,1986,(10).
(4)晏国祥.消费情绪研究综述[J].软科学,2008,22(3).
(5)Sedikides,C.,&Brewer,M.B.Individual Self,Relational Self,Collective Self[J].Philadelphia,PA:Psychology Press.2001.
(6)Cross,S.E.,Gore,J.S.,&Morris,M.L.The relational-interdependent self-construal,self-concept consistency,and wellbeing[J].Journal of Personality and Social Psychology,2003,85(5).
(7)Gardner,W.L.,Gabriel,S.,&Lee,A.Y.“I”Value Freedom,but“We”Value Relationships:Self-Construal Priming Mirrors Cultural Differences in Judgment[J].Psychological Science,1999,(10).
(8)Gore,J.S.,Cross,S.E.,&Morris,M.L.Let's be friends:Relational self-construal and the development of intimacy[J].Personal Relationships,2006,(13).
(9)Yeung,D.Y.,Fung,H.H.,&Lang,F.R.Self-construal moderates age differences in social network characteristics[J].Psychology and Aging,2008,(23).
(10)Markus,H.R.,&Kitayama,S.Culture and the self:Implication for cognition,emotion and motivation[J].Journal of personality and social psychology,1991,(98).
(1)Gillespie,N.&Dietz,G.Trust repair after an organization-level failure[J].Academy of Management Review,2009,(34).
(2)陈阅,时勘,罗东霞.组织内信任的维持与修复[J].心理科学进展,2010,18(4).
(3)Singelis,T.M.The measurement of independent and interdependent self-construals[J].Personality and Social Psychology Bulletin,1994,(20).
(4)Mayer,R.C.,Davis,J.H.,&Schoorman,F.D.An integrative model of organizational trust[J].Academy of Management Review,1995,(20).
(1)Andersson,L.&Pearson,C.Tit-for-tat:The spiraling effect of incivility in the workplace[J].Academy of Management Review,1999,(24).
(2)Read,K.“Corporate pathos”:New approaches to quell hostile publics[J].Journal of Communication Management,2007,(11).
(3)云薏霏,刘希平,陈世平.情绪在危机新闻框架和团体危机回应中的作用[J].心理学报,2017,49(6).
(1)Jordan R.The Health-Care Industry Turns to BigData[EB/OL].[2014-08-25].http://www.businessweek.com/printer/articles/26016-the-health-care-industry-turns-to-big-data.
(2)蒋洁,陈芳,何亮亮.大数据预测的伦理困境与出路[J].图书与情报,2014,(5).
(3)吴建树.大数据时代政府治理能力的提升策略[J].理论前沿,2014,(10).
(2)2016年5月7日晚,北京市昌平区警方将涉嫌嫖娼的雷洋带回公安机关审查的过程中,雷洋突发身体不适,送医后抢救无效死亡。后查明系胃内容物吸入呼吸道致窒息死亡。同时,涉案警务人员在执法中存在不当行为,分别给予开除公职、开除党籍、解除劳动合同等处分。
(3)2013年10月28日晚,广西平南县大鹏镇一名民警胡某在醉酒情况下无故开枪将女店主打死。胡某以故意杀人罪被判处死刑、剥夺政治权利终身。
(1)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(2)Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for repairing integrity-and competence-based trust violations[J].Journal of Applied Psychology,2007,92(4).
(3)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(4)Schweitzer,M.E.,Hershey,J.C.,&Bradlow,E.T.Promises and lies:Restoring violated trust[J].Organizational Behavior and Human Decision Processes,2006,(101).
(5)LIN S W&LO L Y S.Evoking online consumer impulse buying through virtual layout schemes[J].Behaviour&Information Technology,2016,35(1).
(6)LORENZO-ROMERO C,ALARCON-DEL-AMO M D C,&GOMEZ-BORJA M A.Analyzing the user behavior toward electronic commerce stimuli[J].Frontiers in Behavioral Neuroscience,2016,(10).
(7)HU X,HUANG Q,&ZHONG X.The influence of peer characteristics and technical features of a social shopping website on a consumer's purchase intention[J].International Journal of In-formation Management,2016,36(6).
(8)梁阜,李树文,孙锐.SOR视角下组织学习对组织创新绩效的影响[J].管理科学,2017,(30).
(1)Ferrin,D.L.,Kim,P.H.,Cooper,C.D.,&Dirks,K.T.Silence speaks volumes:The effectiveness of reticence in comparison to apology and denial for repairing integrity-and competence-based trust violations[J].Journal of Applied Psychology,2007,92(4).
(2)Kim,P.H.,Ferrin,D.L.,Cooper,C.D.,&Dirks,K.T.Removing the shadow of suspicion:the effects of apology versus denial for repairing competence-versus integrity-based trust violations[J].Journal of Applied Psychology,2004,89(1).
(3)Schweitzer,M.E.,Hershey,J.C.,&Bradlow,E.T.Promises and lies:Restoring violated trust[J].Organizational Behavior and Human Decision Processes,2006,(101).
(4)Josang,A.,Ismail.R.,&Boyd.C.A survey of trust and reputation systems for online service provision[J].Decision Support Systems,2007,(43).
(5)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2).
(6)韩平,宁吉.基于两种信任违背类型的信任修复策略研究[J].管理学报,2013,10(3).
(7)韩平,宁吉.基于两种信任违背类型的信任修复策略研究[J].管理学报,2013,10(3).
(8)Tomlinson,E.C.,Dineen,B.R.,&Lewicki,R.J.The road to reconciliation:Antecedents of victim willingness to reconcile following a broken promise[J].Journal of Management,2004,30(2):165-187.
(9)Hatfield,E.,Cacioppo,J.T.,&Rapson,R.L.Primitive Emotional Contagion[M]//Clark MS.Reviewof Personality and Social Psychology,Newbury Park:Sage,1992,(14).
(10)Gerull,F.C.&Rapee,R.M.Mother knows best:Effects of maternal modelling on the acquisition of fear and avoidance behaviour in toddlers[J].Behaviour Research and Therapy,2002,(40).
(11)Hoffman,M.L.How automatic and representational is empathy,and why[J].Behavioral and Brain Sciences,2002,(25).
(12)Preston,S.D.,&De Waal,F.Empathy:Its Ultimate and Proximate Bases[J].Behavioral and Brain Sciences,2002,(25).
(13)Hoffman,M.L.How automatic and representational is empathy,and why[J].Behavioral and Brain Sciences,2002,(25).
(14)杜建刚,范秀成.服务失败中群体消费者心理互动过程研究[J].管理科学学报,2011,(12).
(15)Barsade,S.The ripple effect:Emotional contagion and its influence on group behavior[J].Administrative Science Quarterly,2002,(47).
(1)Loewenstein,G.Frames of Mind in Inter-Temporal Choice[J].Management Science,1998,(2).
(2)O’Donoghue T.,&M.Rabin.Doing It Now or Later[J].American Economic Review,1999,(89).
(3)Nakayachi,K.,&Watabe,M.Restoring trust worthiness after adverse events:The signaling effects of voluntary‘hostage posting’on trust[J].Organizational Behavior and Human Decision Processes,2005,(97).
(4)Desmet,P.T.M.,De Cremer,D.,&van Dijk,E.In money we trust The use of financial compensations to repair trust in the aftermath of distributive harm[J].Organizational Behavior and Human Decision Processes,2011,114(2).
(5)Markus,H.R.,&Kitayama,S.Culture and the self:Implication for cognition,emotion and motivation[J].Journal of personality and social psychology,1991,(98).
(6)刘艳、邹泓.自我建构理论的发展和评价[J].心理科学,2007,30(5).
(7)Lalwani,A.K.,&Shavitt S.You Get What You Pay For Self-Construal Influences Price-Quality Judgment[J].Journal of Consumer Research,2013,40(2).
(8)Lalwani,A.K.,&Shavitt S.You Get What You Pay For Self-Construal Influences Price-Quality Judgment[J].Journal of Consumer Research,2013,40(2).
(9)刘鑫,杨东涛.互动公平对工作敬业度的影响---信任领导的中介作用及自我建构的调节作用[J].软科学,2015,29(3)
(1)何轩.互动公平真的就能治疗“沉默”病吗?----以中庸思维作为调节变量的本土实证研究[J].管理世界,2009,(4).
(2)Festinger,L.A Theory of Cognitive Dissonance[M].Stanford U.Press.1957.
(3)Ekman,P.&Friesen,W.V.A new pan-cultural facial expression of emotion[J].Motivation and Emotion,1986,(10).
(4)晏国祥.消费情绪研究综述[J].软科学,2008,22(3).
(5)Sedikides,C.,&Brewer,M.B.Individual Self,Relational Self,Collective Self[J].Philadelphia,PA:Psychology Press.2001.
(6)Cross,S.E.,Gore,J.S.,&Morris,M.L.The relational-interdependent self-construal,self-concept consistency,and wellbeing[J].Journal of Personality and Social Psychology,2003,85(5).
(7)Gardner,W.L.,Gabriel,S.,&Lee,A.Y.“I”Value Freedom,but“We”Value Relationships:Self-Construal Priming Mirrors Cultural Differences in Judgment[J].Psychological Science,1999,(10).
(8)Gore,J.S.,Cross,S.E.,&Morris,M.L.Let's be friends:Relational self-construal and the development of intimacy[J].Personal Relationships,2006,(13).
(9)Yeung,D.Y.,Fung,H.H.,&Lang,F.R.Self-construal moderates age differences in social network characteristics[J].Psychology and Aging,2008,(23).
(10)Markus,H.R.,&Kitayama,S.Culture and the self:Implication for cognition,emotion and motivation[J].Journal of personality and social psychology,1991,(98).
(1)Gillespie,N.&Dietz,G.Trust repair after an organization-level failure[J].Academy of Management Review,2009,(34).
(2)陈阅,时勘,罗东霞.组织内信任的维持与修复[J].心理科学进展,2010,18(4).
(3)Singelis,T.M.The measurement of independent and interdependent self-construals[J].Personality and Social Psychology Bulletin,1994,(20).
(4)Mayer,R.C.,Davis,J.H.,&Schoorman,F.D.An integrative model of organizational trust[J].Academy of Management Review,1995,(20).
(1)Andersson,L.&Pearson,C.Tit-for-tat:The spiraling effect of incivility in the workplace[J].Academy of Management Review,1999,(24).
(2)Read,K.“Corporate pathos”:New approaches to quell hostile publics[J].Journal of Communication Management,2007,(11).
(3)云薏霏,刘希平,陈世平.情绪在危机新闻框架和团体危机回应中的作用[J].心理学报,2017,49(6).
(1)Jordan R.The Health-Care Industry Turns to BigData[EB/OL].[2014-08-25].http://www.businessweek.com/printer/articles/26016-the-health-care-industry-turns-to-big-data.
(2)蒋洁,陈芳,何亮亮.大数据预测的伦理困境与出路[J].图书与情报,2014,(5).
(3)吴建树.大数据时代政府治理能力的提升策略[J].理论前沿,2014,(10).