聊天机器人沟通风格对消费者使用意愿的影响——基于社会排斥情境的分析
Journal: Economics DOI: 10.12238/ej.v7i12.2175
Abstract
人工智能技术的进步使聊天机器人应用日益广泛的同时,消费者对其接受度仍然有限,而随着生活方式的改变,消费者时常面临社会排斥情境。因此,企业巧妙设计聊天机器人沟通风格显得尤为重要。本文研究意在探讨社会排斥情境与聊天机器人不同沟通风格对消费者持续使用意愿的交互影响。实证结果表示,当被社会排斥时,消费者对社交导向沟通风格的聊天机器人持续使用意愿较高；而当被社会接纳时,消费者对社交导向和任务导向沟通风格的聊天机器人持续使用意愿无显著差异。研究结论在一定程度上为企业进行服务机器人沟通风格设计提供了新的思路。
Keywords
拟人化沟通风格；社会排斥；持续使用意愿
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