| 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 |
| |
| 引用本文： | 张敏,唐国庆,张艳.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[J].现代情报,2017,37(11):51. |
| |
| 作者姓名： | 张敏 唐国庆 张艳 |
| |
| 作者单位： | 1. 武汉大学信息管理学院, 湖北 武汉 430072;2. 中国科学院大学公共政策与管理学院, 北京 100049 |
| |
| 基金项目： | 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"。 |
| |
| 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。
|
| 关 键 词： | 持续使用行为 负面网络口碑 搜索引擎 WOM |
Research of Search Engine Users' Continuance Usage Behavior in the Context of Negative Electronic Word-of-Mouth——The Case of Baidu Wei Zexi Event |
| |
| Authors: | Zhang Min Tang Guoqing Zhang Yan |
| |
| Institution: | 1. School of Information Management, Wuhan University, Wuhan 430072;2. School of Public Policy and Management, University of Chinese Academy of Sciences, Beijing 100049, China |
| |
| Abstract: | Purpose/Significance]Exploring factors influencing search engine users' continuance usage behavior and its interaction mechanism of action when the search engine service provider is in the context of negative electronic word-of-mouth due to crisis event,which has a positive effect on coping with unexpected crisis events effectively and doing scientific customer relationship management for engine service developers and operator.Method/Process]This paper integrated the technology acceptance model,the expectation confirmation model of IS continuance,the attribution theory and habit theory,then proposed hypotheses and structures theoretical model.In the part of empirical analysis,a large number of pictures and texts and other experimental material about "Wei Zexi Event" were uesd to simulate the context of negative electronic word-of-mouth,and combined with questionnaire to collect 339 valid sample data.After that,SmartPLS2.0 was applied to test hypotheses and model.Result/Conclusion]The results showed that,expectation confirmation had significant positive impact on technology support and using satisfaction,and technology support stimulated satisfaction,continuance usage attitude and its intention.Negative electronic word-of-mouth directly and indirectly via partial mediating effect of attribution of responsibility negatively restrained continuance usage attitude.Satisfaction,continuance usage intention and using habit promoted continuance usage actual behavior. |
| |
| Keywords: | continuance usage behavior negative electronic word-of-mouth search engine WOM |
|
| 点击此处可从《现代情报》浏览原始摘要信息 |
| 点击此处可从《现代情报》下载免费的PDF全文 |
