初期關係之信任修復：類別內外的修復效果

Abstract

信任是人與人之間相處的重要資產，沒有信任便無法產生合作；同樣地，信任在組織內也是十分常見的議題，且信任的學術研究也未曾停歇過，在在都顯示信任的重要性。然而信任發展的階段，將無可避免地經歷到信任破壞，因此如何修復信任便是一項重要的研究議題，傳統以來信任修復的研究泰半集中於修復其被破壞的因素，也就是提高信任者對於被破壞因素的正向知覺程度。但應同時考慮其他因素來評估信任程度，因此本研究以跨因素的角度探討信任修復，透過實驗法控制可能的外部干擾已達到正確的因果推論。本研究的目的有三個，首先為再次驗證相同因素內信任修復的效果，其次為探討跨因素之間的信任修復效果是否存在，以及是否在特定的破壞情境下，信任的修復效果有差異。研究結果發現同因素以及跨因素的信任修復皆存在，以及在因誠信因素下降所造成的信任破壞，使用提升誠信因素的修復效果會小於使用提升能力因素的修復效果。結合以上研究結果，填補了信任修復在跨因素修復效果上的研究缺口，讓其他研究者能夠更進一步地去探討信任修復；而在實務上，當人們遭遇到信任破壞時，能夠有更多信任修復的選擇，並且能選出修復效果較佳的選擇。

Trust is a valuable asset between humans; there would be no cooperation if there was no mutual trust. Similarly, trust is a common issue in organizations, and there have been studies on trust. All of these indicate the importance of trust. However, at the period of developing trust, one will definitely encounter the decline of trust, so how to repair trust is a significant research area. In the past, the studies on repairing trust used to be centered upon fixing the cause of decline, that is, elevating the awareness of the causes. Nevertheless, one cannot determine the estimation of trust by one single factor. Other factors should also be taken into consideration. Thus, this study focuses on the repair through cross-factors, and possible external interference will be controlled by experiments to achieve correct reasoned conclusion. The current study has three purposes. First, this study examines the effect of repair because of the same factor. Secondly, this study discusses whether the effect of recovery because different factors exists. Lastly, this study compares the differences between effects of recovery in designated situations. The results indicate that the same factor as well as cross-factor of the recovery of trust exists. Furthermore, when trust is damaged because the level of trust decreases, the repair effect of heightening integrity is less significant than that of heightening the factor of abilibty. The above research results combined fill up the void of repairing trust because of different factors. In this way, other scholars may further explore the issue of trust repair. In practice, when humans encounter the damage of trust, they can have more choices to recover it, and select choices much more effective.