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
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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。
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