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.
出处
《管理学报》
CSSCI
北大核心
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)
关键词
人际信任
人际信任修复
道歉
否认
承诺
interpersonal trust
trust repair
apology
denial
commitment
