基于两种信任违背类型的信任修复策略研究  

Trust Repair Strategy Based on Two Types of Trust Violation

作　　者：韩平[1,2] 宁吉[1] 

机构地区：[1]西安交通大学管理学院 [2]西安交通大学过程控制与效率工程教育部重点实验室

出　　处：《管理学报》2013年第3期390-396,共7页Chinese Journal of Management

基　　金：教育部规划基金资助项目(11YJA630073;10YJA630052)

摘　　要：在以往研究的基础上,修订了现有的人际信任修复问卷,对企业内人际信任修复策略进行实证研究。研究结果表明,对于能力型信任违背,道歉、道歉加承诺要比否认和否认加承诺的信任修复效果好;对于能力型信任违背,道歉加承诺要比单纯道歉的信任修复效果好;对于正直型信任违背,道歉加承诺要比否认和否认加承诺的信任修复效果好。On the basis of existing research,this article studies the strategy of staff's interpersonal trust repairs by amending the existing questionnaire on interpersonal trust.This research shows that: 1) after a competence-based trust violation,the trust repair effect of apology and apology plus commitment is significantly higher than denial and denial plus commitment;2) after a competence-based trust violation,the trust repair effect of apology plus commitment is significantly higher than apology;3) after a integrity-based trust violation,the trust repair effect of apology plus commitment is significantly higher than denial plus commitment.

关 键 词：人际信任 人际信任修复 道歉 否认 承诺 

分 类 号：C93[经济管理—管理学]