负面网络口碑中搜索引擎用户的持续使用行为研究——以“百度魏则西”事件为例
发布时间：2018-09-06 07:38
【摘要】：[目的/意义]探究当搜索引擎服务提供商由于危机事件而处于负面网络口碑中时,影响其用户持续使用行为的因素及其交互作用机理,对搜索引擎服务的开发商和运营商有效地应对突发危机事件及进行科学的客户关系管理具有积极作用。[方法/过程]本文整合技术接受模型、信息系统持续使用的期望确认理论、习惯理论和归因理论,提炼出假设并构建了理论模型。实证分析部分通过大量的图片和文字等实验素材模拟"百度魏则西事件"的负面网络口碑情境,并结合问卷调查获得339份有效样本数据,之后利用SmartPLS2.0进行模型检验。[结果/结论]研究结果显示,期望确认正向影响技术支持和满意度;技术支持提高满意度、持续使用态度和其意向;负面网络口碑直接或通过责任归因的部分中介作用间接负向抑制持续使用态度;满意度、持续使用意向和使用习惯直接促进持续使用行为。
[Abstract]:[Purpose/Significance] To explore the factors influencing the users'sustainable use behavior and their interaction mechanism when the search engine service providers are in negative network word-of-mouth due to crisis incidents, so as to play an active role for the developers and operators of search engine services in effectively dealing with emergencies and scientific customer relationship management. This paper integrates technology acceptance model, expectancy validation theory, habitual theory and attribution theory to extract hypotheses and construct a theoretical model. The empirical analysis part simulates the negative online word-of-mouth situation of Baidu Weizexi Incident through a large number of pictures and texts, and combines questionnaires. [Results/Conclusion] The results showed that expectancy to confirm positive effects on technical support and satisfaction; technical support to improve satisfaction, attitude and intention to continue to use; negative online word-of-mouth directly or indirectly through partial mediation of responsibility attribution. Inhibition of continuous use attitude, satisfaction, continuous use intention and usage habit directly promoted continuous use behavior.
【作者单位】： 武汉大学信息管理学院;中国科学院大学公共政策与管理学院;
【基金】：国家社会科学基金项目“科研合作中的协同信息行为研究”(项目批准号:15CTQ025) 武汉大学人文社会科学“70后”学者学术发展计划专题项目“数字人文和语义挖掘”
【分类号】：G252;G252.7
本文编号：2225687
[Abstract]:[Purpose/Significance] To explore the factors influencing the users'sustainable use behavior and their interaction mechanism when the search engine service providers are in negative network word-of-mouth due to crisis incidents, so as to play an active role for the developers and operators of search engine services in effectively dealing with emergencies and scientific customer relationship management. This paper integrates technology acceptance model, expectancy validation theory, habitual theory and attribution theory to extract hypotheses and construct a theoretical model. The empirical analysis part simulates the negative online word-of-mouth situation of Baidu Weizexi Incident through a large number of pictures and texts, and combines questionnaires. [Results/Conclusion] The results showed that expectancy to confirm positive effects on technical support and satisfaction; technical support to improve satisfaction, attitude and intention to continue to use; negative online word-of-mouth directly or indirectly through partial mediation of responsibility attribution. Inhibition of continuous use attitude, satisfaction, continuous use intention and usage habit directly promoted continuous use behavior.
【作者单位】： 武汉大学信息管理学院;中国科学院大学公共政策与管理学院;
【基金】：国家社会科学基金项目“科研合作中的协同信息行为研究”(项目批准号:15CTQ025) 武汉大学人文社会科学“70后”学者学术发展计划专题项目“数字人文和语义挖掘”
【分类号】：G252;G252.7
【相似文献】
相关期刊论文 前1条
1 何晓兵;孙先艳;;企业网络口碑的竞争情报监测与控制[J];情报资料工作;2014年03期
相关硕士学位论文 前2条
1 杨雅静;移动环境下微博学生用户持续使用行为研究[D];河北大学;2016年
2 赵笑笑;娱乐性移动Apps用户非持续使用行为影响机制研究[D];南京理工大学;2017年
，本文编号：2225687
本文链接：https://www.wllwen.com/kejilunwen/sousuoyinqinglunwen/2225687.html
