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面向不同危机情境，政府应采用何种危机沟通策略以促进公众的政务信息采纳行为，是当前政府危机管理的重要议题。本研究基于情境危机沟通理论与信息采纳理论，从公众政务信息采纳行为视角出发，通过两项双因素组间调查实验，分别探究危机情境对公众政务信息采纳行为的影响及其中介机制，以及危机沟通策略对二者关系的调节机制。研究发现如下。(1)针对危机情境的“危机类型-危机历史”两个维度，在危机类型维度下，相较于无类型信息，意外型危机、可预防型危机均显著负向影响公众政务信息采纳行为，且可预防型危机的负向影响显著强于意外型危机；在危机历史维度下，相较于无危机历史，有危机历史显著负向影响公众政务信息采纳行为。(2)组织责任归因与组织声誉在危机情境与公众政务信息采纳行为的关系中起链式中介作用。(3)危机沟通策略在危机情境与公众政务信息采纳行为的关系中起调节作用，即在“意外型危机-无危机历史”情境下，减少型策略的效果显著优于否认型策略；在“意外型危机-有危机历史”“可预防型危机-无危机历史”“可预防型危机-有危机历史”三种情境下，重建型策略的效果显著优于否认型策略及减少型策略。本研究不仅从理论上拓展了政府危机沟通的研究视角，也为政府针对不同危机情境采用与之适配的危机沟通策略，进而提升政务信息采纳效果提供了实践启示。
Abstract：How governments should employ crisis communication strategies to enhance public government information adoption behavior across distinct crisis situations remains a pivotal issue in contemporary government crisis management. This study integrates the Situational Crisis Communication Theory and Information Adoption Theory, conducting two two-factor between-subject survey experiments from the perspective of public government information adoption behavior to explore the impacts of crisis situations on public government information adoption behavior and the underlying mediating mechanisms, and the moderating role of crisis communication strategies in the relationship between crisis situations and public government information adoption behavior. The findings indicate:(1) Regarding the two dimensions of crisis situations “crisis type-crisis history”, for the crisis type dimension, compared with no specific crisis type information, both accidental crisis and preventable crisis significantly negatively affect public government information adoption behavior, and preventable crisis exert a more pronounced negative impact than accidental crisis; for the crisis history dimension, compared with no crisis history, having crisis history significantly negatively influences public government information adoption behavior.(2) Organizational responsibility attribution and organizational reputation play a chain mediating role in the relationship between crisis situations and public government information adoption behavior.(3) Crisis communication strategies moderate the relationship between crisis situations and public government information adoption behavior. Specifically, in the crisis situation of “accidental crisis with no crisis history”, the diminish strategy is more effective in promoting public government information adoption behavior than the denial strategy; in the crisis situations of “accidental crisis with crisis history”, “preventable crisis with no crisis history” and “preventable crisis with crisis history”, the rebuild strategy proves more effective than both denial and diminish strategies in fostering public government information adoption behavior. This study not only expands the research perspective of government crisis communication theoretically, but also provides practical implications for governments to employ matched crisis communication strategies tailored to different crisis situations, thereby enhancing the effectiveness of government information adoption.
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(1)SCCT中对应英文“prior relational reputation”,在中文语境下通常被译为先前声誉或关系史,指组织过去与利益相关者之间的互动关系。
基本信息:
中图分类号:D63;C912.3
引用信息:
[1]袁子凌,蔡劲松.危机情境、危机沟通策略与公众政务信息采纳行为——两项调查实验[J].公共管理评论,2026,8(02):202-226.
基金信息:
国家社会科学基金哲学社会科学领军人才项目“统筹文化发展和安全的理论建构、风险评估及防范机制研究”(项目批准号:22VRC059)的资助
2026-05-07
2026-05-07
2026-05-07