网约车平台的信任修复策略研究
A Study of Trust Repair Strategies for Online Car-Hailing Platforms
DOI: 10.12677/ap.2024.1410745, PDF,    科研立项经费支持
作者: 李卓斐, 周佳雯, 李庆功*：浙江师范大学心理学院，浙江 金华
关键词: 网约车；信任修复；信息修复；Online Car-Hailing； Trust Repair； Informational Repair
摘要: 近年来，网约车为人们带来了便利出行，但同时也引发了诸多恶性事件，导致消费者对其的信任度大大降低。为此，本研究通过两个研究考察了不同的信任修复方式对于修复用户对网约车平台信任的效果。研究一考察了三种信任修复方式对信任修复的影响，结果表明，相比情感修复和功能修复，信息修复更有效地修复了信任。研究二区分了不同类型的信息对信任修复的影响。结果发现，有具体整改措施的信息对信任修复的效果最好。本研究为网约车平台的信任修复提供了明确有效的指导策略。
Abstract: In recent years, online car-hailing has brought convenience to people’s travel, but it has also caused many vicious incidents, leading to a significant decrease in consumer trust. Therefore, this study examined the effects of different trust repair approaches on repairing users’ trust in online car-hailing platforms through two studies. Study 1 examined the effects of three trust repair approaches on trust repair and showed that informational repair was more effective in repairing trust than affective and functional repair. Study 2 distinguished the effects of different types of information on trust repair. The results showed that information with specific corrective actions had the best effect on trust repair. This study provides a clear and effective guidance for trust repair in online car-hailing platforms.
文章引用：李卓斐, 周佳雯, 李庆功 (2024). 网约车平台的信任修复策略研究. 心理学进展, 14(10), 438-444. https://doi.org/10.12677/ap.2024.1410745

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