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民众在公共危机事件下有普遍的负性心理反应。如果能够找到影响民众负性心理反应的因素机制,即可找到针对性的公共管理对策。本研究利用 SARS 期间的调查数据讨论了这一问题。文章在对民众 SARS 负性心理反应的描述分析之上,建立了影响因素的作用模型:早期为事件信息—社会支持性,中期为事件信息—知识性,后期为品质—社会支持性。这启示我们,公共管理部门在应对诸如 SARS 之类公共危机事件时,应采取不同的、递进的预案——早期以事件信息管理为核心,中期以涉及的知识管理为核心,后期则以专业性服务管理为核心。
The public has a common negative psychological response to public crises. If we can find the factors that affect the people’s negative psychological reaction mechanism, we can find a targeted public management strategy. This study uses the survey data during the SARS period to discuss this issue. Based on the descriptive analysis of negative psychological reactions to SARS, the article establishes the role models of influencing factors: early information on events - social support, medium information on events - knowledge, later on for quality - social support. This suggests that public administrations should adopt different and forward-looking plans when dealing with public crises such as SARS. Early in the history of incident information management, knowledge management in the medium term was the core, and later in the profession Sex service management as the core.