信任二因素与线上线下协商治理效果——基于扎根理论与定量分析的研究  

Two Elements of Trust and Effectiveness of Negotiation Governance between On-line and Off-line——Based on Grounded Theory Analysis and Regression Analysis

作　　者：侯宝柱[1] Baozhu Hou

机构地区：[1]延安大学公共管理学院

出　　处：《公共行政评论》2018年第4期119-141,181,182,共25页Journal of Public Administration

基　　金：陕西省教育厅专项科研项目"公共交通困境的O to O协商性治理研究"(16JK1832)

摘　　要：信任是支配人类生存与发展的重要伦理观念和社会契约之一,线上线下协商治理效果的差异亦与信任有关。经过应用深度访谈和扎根研究方法对Y政府实施分析,结果表明:信任由信任与不信任两个因素构成,信任二因素均与线上线下协商治理效果有关联。信任与人际关系高度相关而紧密联系在一起,即信任的主要呈现方式是关系信任。人与人之间没有社会关系则没有信任,即信任的对立面是没有信任,而不是不信任。不信任与制度、文化和服务质量高度相关。不信任的对立面是没有不信任,而不是信任。应用统计分析发现,信任二因素对提升线上线下协商治理效果水平迥异,但呈现出有章可循的规律。随着信任度的提升,线上线下协商治理效果呈现出"平缓—增大—放缓—平稳"的渐变规律。而不信任度与线上线下协商治理效果存在线性负相关关系。因此,可通过完善信任制度、培育信任文化氛围和提高服务质量来消除居民的不信任,同时建立官民"血浓于水"的关系增强信任度,辅之以线上线下协商治理制度与协商文化建设,进而提升协商治理的回应性、满意度和总效果。T rust is an im portant m oral princip le and part of the social co n tract.W ithout i t,hum an existence and developm entw ould be im po ssible.T rust is also related to the effectiveness of negotiation governance,bothon-line and off-line.In this stu d y,we u sedin-d epth interview s and grounded theory analysis to evaluate the effectiveness of go v ern m en tY i negotiation governance.Our results showth.trust consists of two factors:trust and d istru st;these two factors are also related to the effectiveness of both on-line and off-line negotiation governance.T rust is relationship bas d.T he opposite of trust is not distru st,but no-trust.Distrust is highly related to in stitutions,culture,and service quality.The opposite of distrust is not trust but rather no-distrust.As trust gradually increases,the governance effectiveness of on-line and off-line negotiation shows a trend of“gentle-incessan t-slowdown-sm ooth”.T here is a lin e a r,negative correlation betw een distrust and the effectiveness of on-line and off-line negotiation governance.Therefore,we canimprove trust institutions and negotiation regulations,both on-line and off-line,by fostering a culture of trust and negotiation,improving service quality and elim inating citizen d istru st.T his w ill en hance the responsiveness oP,satisfaction w ith,and the total effectiveness o f,negotiation governance.W e also can take other m easu rem en ts,such as establishing stronger relationships to strengthen citizens’confidence in governm ent officials.

关 键 词：关系信任 不信任 协商治理效果 线上线下协商 信任二因素 

分 类 号：D63[政治法律—政治学]