【作者】 张铁；

【导师】 孙明贵；

【作者基本信息】 东华大学 ， 企业管理， 2007， 硕士

【摘要】 经济社会的日趋复杂多变、各种不确定性的日益增加使得信任对于组织发展的价值越来越大，但信任又是一个常令组织和个人感到非常困惑的难题，而就我国而言信任的问题更是层出不穷。实际上组织内部信任的难题主要涉及两个方面，一是信任究竟复杂在哪里，二是组织的领导者和员工怎样来科学有效地处理各种信任问题。因此这里以组织信任的复杂性研究为基点，力求解析一些待解的信任复杂性和动态性难题，并帮助领导者找寻一个把握组织内部信任的新领域，以有助于信任理论研究上的完善和信任管理实践中的突破。通过理论研究和实践观察，在界定了信任复杂性三大可能出现点的基础上，分析了个体间信任的复杂性特征，并以此为基础结合群体和组织的特点来研究群体间、个体群体间的信任问题，归纳出它们独具的特殊复杂性。运用复杂科学理论来考察组织内部的信任现象，论证了其可以看成是一个复杂系统。借助于问卷调查和统计分析来验证影响组织内部整体信任状况的关键层面和各层面信任的关系，得出信任系统的基本运作机理。站在动态角度来研究个体间信任的发展规律，提出了信任演化的四个阶段和变化机理。应用混沌研究的成果来分析组织内部信任的变化，得出信任系统具备混沌的特征，可以看成是一个复杂的混沌系统。依据这些对组织内部信任的复杂性研究，构建了信任复杂性的理论模型，结合组织氛围理论，提出了信任氛围的基本思想，给出了它的概念和构成维度，归纳了和谐信任氛围的六大基本特征，并对信任氛围的运作机理进行了深入分析，特别是探讨了其简化复杂性、控制组织内部整体的信任变化和推动各层面信任发展的功能。以新机集团为例，对他们的氛围管理进行了分析，论证了氛围管理的科学性和有效性。最后对组织信任氛围的管理进行了初步探索，重点阐述了领导者对组织信任氛围的管理、组织中层对信任氛围的管理和普通员工对营造信任氛围的配合。更多还原

【Abstract】 Economic society increasingly becomes complex and uncertain, which causes trust to be more important for the value of organization development. But trust is a very confused problem to organization and individual. To our country, the trust problems even more emerge in endlessly. In fact, trust problems within organization mainly involve two aspects. One is actually the complexity of trust which it comes from; the other is how to deal with each kind of trust issue effectively for the leaders and staff. Therefore, the study takes the complexity research of organization trust as basic point, resolves some complexity and dynamic problems of trust, and helps leaders to find a new field which can dominate trust within organization. It is helpful to consummate the trust theory research and get breakthrough in the trust management practice.By theoretical study and practice observations, defining the three possible points of trust complexity, we analyze the trust complexity characteristics among individuals. The characteristics of community and organization integrated with the foregoing research to learn the trust questions among individuals and communities, we educe the special complexity of their own. Utilizing the complexity science theory to investigate trust phenomena within organization, this paper proves they could be regarded as a complex system. We testify empirically the key lays, which influence the whole trust condition within organization, trust relations among each lay by questionnaire and statistical analysis, and educe basic operational mechanism of the trust system. Probing into development law of the individuals trust from the dynamic perspective, the study proposes four stages and transformation mechanisms of the trust evolvement. Using chaos theory to discuss the transformation of the trust within organization, we elicit the trust system has the chaos characteristics, and can be regarded as a chaotic system.Basing on the trust complexity research within organization, constructing a theoretical model of the trust complexity ,using the organizational climate theory for reference, the paper advances the trustful climate and its basic thought, defines its concept and structure dimensions, concludes six basic characteristics of the harmonious trustful climate, analyzes its operational mechanism deeply, discusses the function that simplifies complexity properly, dominates the whole trust transformation of the organization and impels trust development of each step.Taking the XIN JI group as an example, we investigate their climate management, and prove it that climate management is scientific and effective. Finally, this paper explores the management of organization trustful climate fundamentally, elaborates organization trustful climate management of the leader and intermediate-class, as well as the ordinary staff’s cooperation to build trustful climate.更多还原