组织应对和管理全球紧急情况的信任侵蚀框架

IF 2.6 3区 管理学 Q3 MANAGEMENT
LaShonda Eaddy, Santosh Vijaykumar, Yan Jin, Xuerong Lu, Swati Sharma, Aravind Sesagiri Raamkumar
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引用次数: 0

摘要

针对研究人员和民意测验专家广泛记录的社会信任危机,本文提出了一个信任侵蚀框架(TEF)。通过与土壤侵蚀过程的类比,我们假设信任的侵蚀是分阶段进行的:分离、运输和沉积。此外,粘性危机和溢出危机、中等天气事件(如虚假信息)或极端天气事件(如全球危机)的引力可能会加速信任的侵蚀。应对信任侵蚀和进一步管理信任是一个动态的、周期性的过程。我们通过对2019冠状病毒病大流行期间世界卫生组织危机沟通管理的案例研究,阐述了我们框架中的关键思想。通过这些方式,TEF提供了一种有组织的、基于证据的方式来理解和应对信任侵蚀,尤其是在重大全球危机期间。扩大信任侵蚀的概念可能使来自学术界、实践和政策的危机沟通利益相关者能够制定创新的、积极的沟通战略,预测不利因素并及时有效地作出反应。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Trust Erosion Framework for Organisational Responses to and Management of Global Emergencies

Trust Erosion Framework for Organisational Responses to and Management of Global Emergencies

In response to the societal crisis of trust widely documented by researchers and pollsters, this conceptual paper proposes a Trust Erosion Framework (TEF). By drawing analogies with the process of soil erosion, we postulate that the erosion of trust proceeds in stages: detachment, transportation and deposition. Furthermore, erosion of trust may be precipitated by the gravitational pulls of sticky and spillover crises, moderate weather events (e.g., disinformation), or extreme weather events (e.g., global crises). Responses to trust erosion and further management of trust is a dynamic, cyclical process. We illustrate the key ideas within our framework through a case study of the World Health Organization's crisis communication management during the COVID-19 pandemic. In these ways, the TEF offers an organised, evidence-based way to understand and respond to trust erosion especially during major global crises. The expanded conceptualisation of trust erosion may enable crisis communication stakeholders from academia, practice and policy to develop innovative, proactive communication strategies, that anticipate headwinds and respond in a timely, effective manner.

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来源期刊
CiteScore
5.40
自引率
12.90%
发文量
51
期刊介绍: The Journal of Contingencies and Crisis Management is an invaluable source of information on all aspects of contingency planning, scenario analysis and crisis management in both corporate and public sectors. It focuses on the opportunities and threats facing organizations and presents analysis and case studies of crisis prevention, crisis planning, recovery and turnaround management. With contributions from world-wide sources including corporations, governmental agencies, think tanks and influential academics, this publication provides a vital platform for the exchange of strategic and operational experience, information and knowledge.
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