CAJ | 학술논문

本文从归因的视角对信任修复策略的作用机理进行研究，构建了归因在信任修复策略与信任之间的中介作用概念模型，并提出了相关研究假设。本研究以中国企业员工为研究对象，结合统计分析方法对获取的数据进行了深入分析，得出以下结论：内部性、可控性和稳定性归因均与信任水平显著负相关；道歉和否认两种信任修复策略可以修复信任，但是借口的修复效果不显著；道歉可以显著降低信任者的稳定性归因，否认可以显著降低信任者的内部性归因；借口可以显著降低信任者的内部性和稳定性归因；稳定性归因在道歉和信任修复间起到了中介作用，内部性归因在否认和信任修复间起到了中介作用。
본문종귀인적시각대신임수복책략적작용궤리진행연구，구건료귀인재신임수복책략여신임지간적중개작용개념모형，병제출료상관연구가설。본연구이중국기업원공위연구대상，결합통계분석방법대획취적수거진행료심입분석，득출이하결론：내부성、가공성화은정성귀인균여신임수평현저부상관；도겸화부인량충신임수복책략가이수복신임，단시차구적수복효과불현저；도겸가이현저강저신임자적은정성귀인，부인가이현저강저신임자적내부성귀인；차구가이현저강저신임자적내부성화은정성귀인；은정성귀인재도겸화신임수복간기도료중개작용，내부성귀인재부인화신임수복간기도료중개작용。
This study was conducted to examine the mechanism of trust repairing strategy from the perspective of attribu-tion. We built the conceptual model which attribution mediated the relationship between trust repairing strategy and trust restoration. Taking an statistical analysis approach, we examined the research hypothesis with Chinese participants. The empirical results were achieved: the internal attribution, the controllability attribution and the stability attribution had significant negative effect on trust;apology and denial could significantly increase trust, while excuse had indistinctive trust restoration effect;apology could significantly reduce the stability attribution after trust violation, and denial could significantly reduce the internal attribution; excuse could significantly reduce the internal and stability attribution; the stability attribution mediated the relationship between apology and trust restoration, the internal attribution mediated the relationship between denial and trust restoration.