破镜能否重圆:组织信任修复能挽回员工对组织的信任吗?  

Can the Broken Mirror be Restored:Could the Organization Trust Repair Save the Employee's Organizational Trust?

作　　者：郭钟泽[1] Guo Zhongze(School of Economics and Management, Beijing Information Scienee and Technology University, Beijing 100192)

机构地区：[1]北京信息科技大学经济管理学院,北京100192

出　　处：《中国人力资源开发》2019年第4期18-29,共12页Human Resources Development of China

基　　金：北京市教委社科计划项目(SM201911232004);北京市社科基金研究基地项目(18JDGLB032);国家自然科学基金项目(71802025);北京信息科技大学2019年校级教改项目(2019JGYB23)

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.

关 键 词：组织信任违背 组织信任修复 组织信任 情境实验 

分 类 号：F272.92[经济管理—企业管理]