家丑不可外扬?情境崩塌之下组织“事实-价值”诉求的影响边界  

“Domestic Shame Should Not Be Publicized”? The Influence Boundaries of “Fact-Value” Appeals under the Context Collapse

作　　者：宫贺 马丹凤[3] 董旭 GONG He;MA Danfeng;DONG Xu(Research Center of Journalism and Social Development,Renmin University of China;School of Journalism and Communication,Renmin University of China;Fujian Daily)

机构地区：[1]中国人民大学新闻与社会发展研究中心 [2]中国人民大学新闻学院 [3]福建日报社

出　　处：《国际新闻界》2024年第11期114-136,共23页Chinese Journal of Journalism & Communication

基　　金：国家社科基金项目“集体效能路径下社区传播与对话机制研究”(项目编号:23BXW032)的阶段性成果。

摘　　要：本文基于中国本土危机传播情境下的实验研究,探索“事实-价值”“公-私”“内-外”的辩证性以及“家丑不可外扬”等文化特质对危机道歉的影响机制,于西学主导的危机传播范式外,提供中国的文化变量与理论线索。三组实验(N1=193;N2=246;N3=243)表明:事实诉求比价值诉求更有利于取得积极的道歉效果;公共价值诉求比组织价值诉求更有利于取得积极的道歉效果;内部信比公开信更有利于提高参与者对道歉的真诚感知;内部信强化了公共利益与组织利益诉求对道歉感知的影响差异,却稀释了公共价值(共同身份、公共利益)与组织价值(组织身份、组织利益)对道歉的真诚感知的差异影响。本文亦探讨了研究的局限性与未来可能。In light of the ambiguous nature of value appeal and the emergence of novel crisis response strategies, this study integrates empirical data from China to investigate the potential infuence of cultural characteristics such as “fact and value”, “public and private”, “internal and external”, and “domestic shame should not be publicized”. The research aims to provide theoretical insights and empirical evidence from China to complement the predominantly Western discourse on crisis communication. Three experiments(N1=193;N2=246;N3=243) revealed that factual appeals are more effective than value appeals;public values facilitate more effective apologies than organizational values;the internal letter format enhances participants' perceptions of sincerity in apologies;and internal letters amplify the differential impact of public interests and organizational interests on the perception of apology, while attenuating the differential effects of public values and organizational values on perceptions of sincerity in apologies. This study also addresses its limitations and discusses both theoretical and practical implications.

关 键 词：危机传播 事实-价值二分法 组织价值 公共价值 道歉形态 

分 类 号：G63[文化科学—教育学]