不同性质违规、政务舆情回应话语与公众评价——基于公众情景预期的视角
Different types of violations, government affairs public opinion response discourse and public evaluation—A perspective based on public scenario expectations
-
摘要: 政务舆情回应话语的有效性取决于公众对不同性质违规事件的感知和预期差异。以96个公共危机事件中的政府情况通报为样本,使用扎根方法构建情理性与程序性回应话语测量指标,通过分析政府能力和道德违规情景下公众“预期-情绪-反应”区别,探寻情理性与程序性话语效果差异,并用情景实验进行验证,结果表明:能力违规后,程序性话语将与政府随后的能力声誉正相关,但与道德声誉负相关;道德违规后,情理性话语与政府随后的道德声誉正相关,但与能力声誉负相关;究其原因是能力和道德违规后,预期差异导致公众情绪存在愤怒和恐惧情绪的不同偏重,愤怒情绪增强了能力违规后程序性话语的作用,恐惧情绪增强了道德违规后情理性话语的作用。
-
-
[1]
PAGE T G.I Didn't do it:Comparing denial posture crisis strategies between government and business[J].Corporate Reputation Review,2020,23(4):24-41.
-
[2]
唐雪梅,袁熳,朱利丽.政务舆情回应策略对政府形象修复的影响:情绪认知视角的有调节中介模型[J].公共行政评论,2021,14(1):114-131
,221-222. -
[3]
杨良伟.协同惰性、问责压力与地方政府回应:基于A市网络问政平台的混合研究[J].电子政务,2022(12):23-34.
-
[4]
KIM P H,FERRIN D L,COOPER C D,et al.Removing the shadow of suspicion:The effects of apology versus denial for repairing competence-versus integrity-based trust violations[J].Journal of Applied Psychology,2004,89(1):104-118.
-
[5]
BUNDY J,IQBAL F,PFARRER M D.Reputations in flux:How a firm defends its multiple reputations in response to different violations[J].Strategic Management Journal,2021,42(6):1109-1138.
-
[6]
STIEGERT P,TÄUBER S,LELIVELD M C,et al.The stereotype rub-off effect-organizational stereotypes modulate behavioural expectations,expectancy violation and punishment after transgressions[J].Organizational Behavior and Human Decision Processes,2021(165):127-138.
-
[7]
COOMBS W T,HOLLADAY S J.An exploratory study of stakeholder emotions:Affect and crises[J].Research on Emotion in Organizations,2005,1(1):263-280.
-
[8]
邓卫华,吕佩.反转或缓解? 突发事件政府回应有效性研究:基于在线文本情感分析[J].中国行政管理,2021(2):123-130.
-
[9]
DECELLES K A,SONENSHEIN S,KING B G.Examining anger’s immobilizing effect on institutional insiders’action intentions in social movements[J].Administrative Science Quarterly,2020,65(4):847-886.
-
[10]
MILLER D A,CRONIN T,GARCIA A L,et al.The relative impact of anger and efficacy on collective action is affected by feelings of fear[J].Group Processes & Intergroup Relations,2009,12(4):445-462.
-
[11]
马翔,包国宪.网络舆情事件中的公共价值偏好与政府回应绩效[J].公共管理学报,2020,17(2):70-83
,169. -
[12]
雷玉琼,刘展余.突发公共卫生事件中的网络问政:诉求与回应-—基于新冠疫情期间“地方领导留言板”的数据分析[J].电子政务,2020(10):50-61.
-
[13]
BUNDY J,PFARRER M D.A burden of responsibility:The role of social approval at the onset of a crisis[J].Academy of Management Review,2015,40(3):345-369.
-
[14]
MAYER R C,DAVIS J H,SCHOORMAN F D.An integrative model of organizational trust[J].Academy of Management Review,1995,20(3):709-734.
-
[15]
ABELE A E,ELLEMERS N,FISKE S T,et al.Navigating the social world:Toward an integrated framework for evaluating self,individuals,and groups[J].Psychological Review,2021,128(2):290.
-
[16]
KOCH A,YZERBYT V,ABELE A,et al.Social evaluation:Comparing models across interpersonal,intragroup,intergroup,several-group,and many-group contexts[J].Advances in Experimental Social Psychology,2021(63):1-68.
-
[17]
郭钟泽.破镜能否重圆:组织信任修复能挽回员工对组织的信任吗?[J].中国人力资源开发,2019,36(4):18-29.
-
[18]
徐彪,张珣.丑闻对公共信任的传染机制:一个准实验研究[J].管理评论,2021,33(1):310-321.
-
[19]
成传湉,张直前,刘浩东,等.政府回应网络舆情工作民众满意度影响因素研究:基于扎根理论的质性分析[J].情报探索,2021(9):53-61.
-
[20]
FAN B,LI C,JIN J.The brand scandal spillover effect at the country level:Evidence from event-related potentials[J].Frontiers in Neuroscience,2020,13:1426.
-
[21]
WOJCISZKE B.Multiple meanings of behavior:Construing actions in terms of competence or morality[J].Journal of Personality and Social Psychology,1994,67(2):222.
-
[22]
刘焕.公共事件中政府回应对公众认知偏差的影响[J].情报杂志,2020,39(1):107-114.
-
[23]
SCHLENKER B R,PONTARI B A,CHRISTOPHER A N.Excuses and character:Personal and social implications of excuses[J].Personality and Social Psychology Review,2001,5(1):15-32.
-
[24]
JASPER J M.Emotions and social movements:Twenty years of theory and research[J].Annual Review of Sociology,2011,37(1):285-303.
-
[25]
DOLINSKY R.Laughing saints and righteous heroes:Emotional rhythms in social movement groups review[J].Social Forces,2010,89(1):332-334.
-
[26]
STIMSON J,GAMSON W A,STIMSON J,et al. Talking politics[J].American Political Science Association,1995,89(8):179.
-
[27]
RAO H,DUTTA S.Free spaces as organizational weapons of the weak:Religious festivals and regimental mutinies in the 1857 Bengal Native Army[J].Administrative Science Quarterly,2012,57(4):625-668.
-
[28]
BRITT L,HEISE D.From shame to pride in identity politics[J].Self,Identity,and Social Movements,2000(5):252-268.
-
[29]
KEMPER T D.Toward a sociology of emotions:Some problems and some solutions[J].American Sociologist,1978,13(1):30-41.
-
[30]
LAZARUS R S.Emotion and adaptation[M].New York:Oxford University Press,1991.
-
[31]
DUTTON J E,ASHFORD S J,LAWRENCE K A,et al.Red light,green light:Making sense of the organizational context for issue selling[J].Organization Science,2002,13(4):355-369.
-
[32]
MORRISON E W.Employee voice behavior:Integration and directions for future research[J].Academy of Management Annals,2011,5(1):373-412.
-
[33]
MILLER D A,CRONIN T,GARCIA A L,et al.The relative impact of anger and efficacy on collective action is affected by feelings of fear[J].Group Processes & Intergroup Relations,2009,12(4):445-462.
-
[34]
ASHFORD S J.Feedback-seeking in individual adaptation:A resource perspective[J].Academy of Management Journal,1986,29(3):465-487.
-
[1]
-
点击查看大图
计量
- PDF下载量: 3
- 文章访问数: 4966
- 引证文献数: 0
下载:
