哪种道歉更易被原谅:不同道歉类型对信任修复的影响

What Kind of Apology are More Likely to be Forgiven:The Influence of Different Types of Apology to Trust Repair

在人际交往过程中,如何道歉更能修复信任,恢复人际和谐、促进合作仍存在争议。本研究采用信任博弈范式,考察不同道歉类型对信任修复的影响。实验1考察了有无解释成分的道歉对信任修复的影响。结果表明相比无解释成分的道歉和无道歉,有解释成分的道歉更有效地修复了信任。实验2区分不同的解释成分,探究承诺型解释道歉、借口型解释道歉和否认型解释道歉对信任修复效果的影响。结果揭示,承诺型解释道歉对信任修复的效果最好。本研究为人际信任的修复提供了明确有效的道歉策略。

Apology is one of the most commonly used verbal repair strategies to repair trust.However,the effect of apology to trust repair is still controversial.Among them,explanations can convey the attitude of apology,attribution of responsibility and other very important information in apology.Therefore,we will focus on the explanatory component of apology content and use the trust game paradigm to investigate the impact of different types of apology on trust repair.The current study involved two experiments.Experiment 1 was a single-factor experiment design between subjects.According to whether the content of apology contained explanation,apology was divided into three types:apology with explanation,apology without explanation,and no apology.Then we investigated the effect of trust restoration under the three apology conditions.Experiment 2 was also a single-factor experiment design between subjects.Different types of interpretation were divided into three types:commitment,excuse,and denial.The effect of trust repair among them was compared.In both experiments,participants went through three stages of trust-trust building,trust breaking,and trust repairing.The apology message was presented after the trust broke and before the trust was repaired.In the present study,Excel and SPSS 25.0 were used for data analysis.The results showed that the main effect of apology type was significant in experiment 1(p <.05).After comparison,we found that explaining apology group trust repair effect was better than not explaining apology group(p <.01) and the non-apology group(p <.05).There was no significant difference in trust repair between the apology group and the non-apology group.This shows that the repair effect of apologies with explanations is significantly better than that of apology groups without explanations and non-apology groups.The results of experiment 2 showed that the main effect of different apology types was significant(p <.05).It was found that the effect of the commitment type of explanation apology on trust repair was better than the excuse type of explanation apology(p <.05) and the denial type of explanation apology(p <.05).There was no significant difference in the effect between the excuse type of explanation apology and the denial type of explanation apology.This shows that the trust repair effect of the commitment type of explanation apology is significantly better than the excuse type of explanation apology and the denial type of explanation apology.This study explored the effect of apology on trust repair from the perspective of different types of apology.The apology with an explanation is more likely to promote trust repair than the apology without an explanation.Moreover,the commitment type of explanation apology works best.The results of this study highlight the different roles of apology strategies in trust restoration and respond to the controversy over the different roles of apology in trust restoration in previous studies.From a practical point of view,it provides a clear and effective apology strategy for the repair of interpersonal trust and promotes the repair of interpersonal relationship.