制度剩余情境下组织成员人际信任如何形成——基于中国农业银行制度实施的案例研究  

How to Form The Interpersonal Trust of Organizational Members Under The Institutional Residual Situation: Case Study Based on The Institutional Implementation of Agricultural Bank of China

作　　者：林莹[1] 吴畏 程媛 Lin Ying;Wu Wei;Cheng Yuan(School of Business, Renmin University of China, Beijing 100872)

机构地区：[1]中国人民大学商学院,北京100872

出　　处：《中国人力资源开发》2019年第4期6-17,共12页Human Resources Development of China

基　　金：国家自然科学基金青年项目(71702005)

摘　　要：本文以中国农业银行的制度实施事件为例,通过规范的案例研究方法发现,组织成员之间信任的本质特征是愿意在业务协作中为特定对象承担制度风险。这是一种人际信任,与角色认同直接相关,来自交往信息真实性与交往态度真诚性,其中真诚性具有更为基础的地位,交往中的真实首先是态度的真实。研究还发现,在组织成员制度信任向人际信任转化的过程中,制度合法性的力量是转化依托,制度有效性的不足是诱发因素。基于上述发现,本文构建了以交往真诚性为关键环节的组织成员之间信任形成机理模型。这一研究的理论意义在于,首次比较系统地说明了制度信任如何向人际信任转化,揭示了这种转化的基础不是理性博弈而是情感认同,为进一步分析认知信任、情感信任、规范信任之间关系提供了新的视角。实践意义在于,有助于从建立人际信任的角度解决制度剩余问题,提高组织效率。This paper takes the institutional implementation events in the Agricultural Bank of China as example.Through the standardized case study method, it is found that the essential feature of trust among organizational members is the willingness to undertake institutional risks for speci?c objects in business collaboration. This is a kind of interpersonal trust, which is directly related to the role identity. It comes from the authenticity of the communication information and the sincerity of the communication attitude. The sincerity plays a more fundamental role, while the truth in communication is first the truth in attitude. The study also found that in the process of transforming the institutional trust among organization members into interpersonal trust, the power of institutional legitimacy is the basis of transformation, and the lack of institutional effectiveness is the predisposing factor. Based on the above ?ndings, this paper constructs a mechanism of trust formation mechanism among members of the organization with the sincerity of communication as the key link. The theoretical signi?cance of this research is that for the ?rst time, it systematically illustrates how institutional trust translates into interpersonal trust, revealing that the basis of this transformation is not rational game but emotional identity. It provides a new perspective for further analyzing cognitive trust, emotional trust,and normative trust. The practical significance lies in helping to solve the problem of institutional surplus from the perspective of establishing interpersonal trust and improving organizational effciency.

关 键 词：组织信任 人际信任 制度信任 角色认同 交往态度 

分 类 号：F832.33[经济管理—金融学]