行为公共管理学视角下政府信任修复的双过程机制

The Dual-Process Mechanism of the Repair of Trust in Governments from the Perspective of Behavioral Public Administration

重大突发公共危机事件已成为当下全球治理的紧迫问题,对各国各地政府形成巨大挑战。危机发生后,如何针对政府实现有效的信任修复,避免陷入塔西佗陷阱,是信任研究领域和应急管理实践的核心议题之一。以新兴的行为公共管理学为理论视角,可准确界定政府信任及信任修复,并在此基础上构建一个认知评价与情绪中介的政府信任修复双过程模型,即政府信任修复的结果会受到公众认知归因引发的可信度评价和(个体及群际)情绪共享之中介效应的共同影响。在应对策略上,一方面,通过解释与说明、借口与否认、惩罚与监管等认知手段增加公众对负面事件的外部归因、不可控性归因、不稳定性归因,提升公众对政府的可信度评价;另一方面,通过道歉、承诺、补偿等手段减弱公众个体层面的情绪反应,通过群际接触降低公众群体层面的负性情绪,所有这些将有助于修复政府信任。

Public crisis emergency has become an urgent issue of global governance,which imposes huge challenge to governments of all countries.How to achieve effective repair of trust in governments and avoid falling into the Tacitus Trap is one of the core issues in both trust studies and emergency management practice.From the perspective of behavioral public administration,the respective definition of trust in government and trust repair is given,and a dual-process model of trust repair is constructed on the basis of cognitive evaluation and emotion mediation.That is to say,the results of government trust restoration are influenced by both trustworthiness evaluation caused by cognitive attribution and the mediating effect of individual and group emotional sharing.In terms of coping strategies,it is helpful to increase the public’s external,uncontrollable and unstable attribution of negative events by means of accounts,explanation,excuse,denial,punishment and supervision,thus raising public’s trustworthiness evaluation on the government.Meanwhile,reducing emotional responses against negative outcome on the individual level by means of apology,commitment,compensation and reducing negative emotions on the public group level through inter-group contacts are also conducive to the repair of trust in governments.