關係補救與關係修補對關係價值的影響——以信任為中介變數

The Impact of Relationship Recovery and Relationship Repairon Relationship Value－The Mediating Role of Trust

過去研究皆指出信任有助於夥伴間價值的創造，當信任遭受破壞時應以不同的機制來彌補與修復受損的認知信任與情感信任。根據社會心理學及公平理論，本文以關係補救增強認知信任與情感信任，關係修補加以改善夥伴認知信任與情感信任，並驗證不同信任類型對直接功能與間接功能兩種關係價值創造的影響，最後也探討信任的中介角色。本文以一千大製造業為母體，有效回收率為13.38%，185 份有效樣本之檢定並未發現無反應偏差及同源偏差。以SmartPLS 驗證結果發現關係補救對認知信任與情感信任有顯著正向影響，關係修補對認知信任與情感信任有顯著正向影響，認知信任與情感信任對直接功能與間接功能所創造的關係價值皆有顯著正向影響，且認知信任與情感信任具有重要的中介效果。最後，根據研究結果提出管理意涵與未來研究之方向。

Previous studies show that trust contributes to relationship value. When trust is destroyed, differentmechanisms are needed to recover damaged cognitive and affective trust. Drawing on social psychology theory and equity theory, this study uses relationship recovery to enhance cognitive and affective trust anduses relationship repair to improve partner cognitive and affective trust. This study exams impacts of trust on relationship value in terms of direct-value and indirect-value functions and finally discusses the mediating role of trust.This study samples top 1000 manufactures in Taiwan. The valid return rate is 13.38% and non-response bias and CMV are not found in our samples. Analyzed by Smart PLS, the results show that: 1. relationshiprecovery has positive impacts on cognitive and affective trust; 2. relationship repair has positive impacts on cognitive and affective trust; 3. cognitive and affective trust have positive impacts on direct-value and indirect value functions; 4. cognitive and affective trust play the important mediating roles. Finally, managerial implications and future research directions are discussed.