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題名:道歉在信任修復中的作用:來自元分析的證據
書刊名:心理科學進展
作者:袁博董悅李偉強 引用關係
出版日期:2017
卷期:2017(7)
頁次:1103-1113
主題關鍵詞:道歉信任修復元分析調節效應ApologyTrust repairMeta-analysisModerate effect
原始連結:連回原系統網址new window
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采用元分析方法對道歉的信任修復效果進行探討。通過中英文獻檢索,共有18篇文獻36個獨立樣本符合元分析標準(N=4731)。元分析的結果表明,道歉在信任修復中起到一定促進作用,呈中等效應量(d=0.44)。調節效應檢驗發現,信任違背類型的調節作用顯著,相比于誠實型信任違背,道歉對能力型信任違背有較好的修復效果。此外,控制組設置對道歉的信任修復效果具有顯著的調節作用,以沉默為控制組的信任修復效果優于以否認為控制組的信任修復效果。信任類型、道歉所包含的成分以及測量工具的調節作用均不顯著。
A meta-analysis was conducted to explore the effect of apology on trust repair, as well as potential moderators of this effect. A literature research yielded 18 qualified papers with 36 effect sizes and 4731 participants. Heterogeneity test indicated that random effects model was appropriate for the meta-analysis. Results showed that apology played a positive effect on trust repair(d = 0.44, p < 0.001). This repair effect was moderated by type of trust violation and type of control group. Compared with the integrity-based trust violation, apology produced a better repair effect on competence-based trust violation. In addition, larger effect was found when silence control group was used than when deny control group was used. No other moderators were found.
期刊論文
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14.吳鵬、劉華山(2014)。道德推理與道德行為關係的元分析。心理學報,46(8),1192-1207。  延伸查詢new window
15.陳閱、時勘、羅東霞(2010)。組織內信任的維持與修復。心理科學進展,18(4),664-670。  延伸查詢new window
16.張正林、莊貴軍(2010)。基於時間繼起的消費者信任修復研究。管理科學,23(2),52-59。  延伸查詢new window
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20.韓平、寧吉(2013)。基於兩種信任違背類型的信任修復策略研究。管理學報,10(3),390-396。  延伸查詢new window
21.簡佳、唐茂芹、彭燕(2007)。人際信任與大學生心理健康的關係。國際精神病學雜誌,34(2),122-125。  延伸查詢new window
22.李曉陽、凌文輇(2011)。組織信任修復的理論和實證研究現狀。商場現代化,2011(2),41-42。  延伸查詢new window
23.馬道全(2014)。論危機事件中衝突管理的沉默策略及風險。北京航空航天大學學報(社會科學版),27(3),1-5。  延伸查詢new window
24.徐彪(2014)。公共危機事件後政府信任受損及修復機理--基於歸因理論的分析和情景實驗。公共管理學報,11(2),27-38。  延伸查詢new window
25.嚴瑜、吳霞(2016)。從信任違背到信任修復: 道德情緒的作用機制。心理科學進展,24(4),633-642。new window  延伸查詢new window
26.楊柳、吳海錚(2015)。網絡購物環境下消費者信任修復策略研究--基於積極情緒的視角。當代財經,2015(11),75-85。  延伸查詢new window
27.于正東、王海忠、柳武妹(2014)。負面宣傳背景下消費者信任重構策略的有效性:道歉,否認還是沉默?。中大管理研究,9(1),43-58。  延伸查詢new window
28.Brooks, A. W.、Dai, H. C.、Schweitzer, M. E.(2014)。I'm sorry about the rain! Superfluous apologies demonstrate empathic concern and increase trust。Social Psychological and Personality Science,5(4),467-474。  new window
29.De Cremer, D.(2010)。To pay or to apologize? On the psychology of dealing with unfair offers in a dictator game。Journal of Economic Psychology,31(6),843-848。  new window
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31.Desmet, P. T. M.、De Cremer, D.、Van Dijk, E.(2011)。In money we trust? The use of financial compensations to repair trust in the aftermath of distributive harm。Organizational Behavior and Human Decision Processes,114(2),75-86。  new window
32.Haesevoets, T.、Joosten, A.、Folmer, C. R.、Lerner, L.、De Cremer, D.、Van Hiel, A.(2016)。The impact of decision timing on the effectiveness of leaders' apologies to repair followers' trust in the aftermath of leader failure。Journal of Business and Psychology,31,533-551。  new window
33.Schniter, E.、Sheremeta, R. M.、Sznycer, D.(2013)。Building and rebuilding trust with promises and apologies。Journal of Economic Behavior & Organization,94,242-256。  new window
34.Schweitzer, M. E.、Brodt, S. E.、Croson, R. T. A.(2002)。Seeing and believing: Visual access and the strategic use of deception。International Journal of Conflict Management,13(3),258-375。  new window
35.Steele, R. R.、Blatz, C. W.(2014)。Faith in the just behavior of the government: Intergroup apologies and apology elaboration。Journal of Social and Political Psychology,2(1),268-288。  new window
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37.Van Laer, T.、De Ruyter, K.(2010)。In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts。International Journal of Research in Marketing,27(2),164-174。  new window
38.Vasalou, A.、Hopfensitz, A.、Pitt, J. V.(2008)。In praise of forgiveness: Ways for repairing trust breakdowns in one-off online interactions。International Journal of Human-Computer Studies,66(6),466-480。  new window
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研究報告
1.Capra, C. M.、Lanier, K.、Meer, S.(2007)。Attitudinal and behavioral measures of trust: A new comparison。Atlanta:Department of Economics, Emory University。  new window
學位論文
1.韓錚(2006)。道歉及否認對大學生人際信任修復的影響(碩士論文)。河南大學,開封。  延伸查詢new window
2.何振芬(2014)。道歉對信任修復的影響(碩士論文)。浙江理工大學,杭州。  延伸查詢new window
3.洪靜(2005)。道歉言語行為的多維透視(碩士論文)。山東大學,濟南。  延伸查詢new window
4.江華研(2013)。信任修復過程中信念和策略的作用(碩士論文)。曲阜師範大學。  延伸查詢new window
5.凌靜(2012)。危機事件中消費者信任受損及修復機制研究(碩士論文)。南京大學。  延伸查詢new window
6.彭夢玲(2015)。公共危機事件中的政府信任破損及修復研究(碩士論文)。中國科學科技大學,合肥。  延伸查詢new window
圖書
1.Rothstein, H. R.、Sutton, A. J.、Borenstein, M.(2006)。Publication bias in meta-analysis: Prevention, assessment and adjustments。John Wiley & Sons。  new window
2.Lazare, A.(2004)。On apology。New York:Oxford University Press。  new window
3.Schlenker, Barry R.(1980)。Impression management: The self-concept, social identity, and interpersonal relations。Brooks/Cole。  new window
4.Borenstein, Michael、Hedges, Larry V.、Higgins, Julian P. T.、Rothstein, Hannah R.(2009)。Introduction to Meta-Analysis。John Wiley & Sons, Inc.。  new window
其他
1.Thomson, M. H.,Adams, B. D.,Filardo, E. A.,DeWit, Y. C.,Flear, C. R.(2012)。Trust Violation and Trust Repair Strategies within the Whole of Government Context,http://cradpdf.drdc.gc.ca/inbasket/CEBsupport.120925_0916.Toronto_CR_2012_085.pdf。  new window
 
 
 
 
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