摘要
智慧图书馆在线聊天机器人是人工智能连接读者与智慧图书馆的新媒介,构建智慧图书馆在线聊天机器人用户使用行为影响因素模型,能够对智慧虚拟参考咨询服务以及智慧图书馆建设发展起到重要的理论及实践推动作用。本研究基于“刺激-机体-反应”框架,结合信息系统成功模型和社会反应理论,从功能特征和社会特征两个维度分析用户使用智慧图书馆在线聊天机器人的影响因素前因变量,构建了智慧图书馆在线聊天机器人用户使用行为影响因素模型,研究图书馆建设发展中在线聊天机器人如何在智慧图书馆情景下影响用户的内在反应和使用行为,从而为智慧图书馆在线聊天机器人用户使用行为研究提供新的研究视角和行为分析的理论框架。实证研究结果表明,智慧图书馆在线聊天机器人的信息质量和同理心对满意度有正向影响,同理心和友好度对信任度产生正向影响,满意度和信任度对使用行为产生正向影响;用户对智慧图书馆在线聊天机器人的信任度对用户使用行为产生的影响最大,而在线聊天机器人的系统质量对满意度不产生影响。本研究对智慧图书馆建设中构建新型人机关系、实现公共文化服务均等化、促进传统图书馆向智慧图书馆转型,具有一定的理论和现实意义。
The smart library online chatbot is a novel medium for artificial intelligence to connect readers and smart libraries.Constructing a theoretical model for the usage behavior of a smart library online chatbot can play an important theoretical and practical role in the development of smart virtual reference services and smart libraries.Based on the stimulus-organism-response framework,combined with the information system success model and social response theory,from the two dimensions of functional and social characteristics,this study analyzes the influencing factors of the usage behavior of smart library online chatbots.The model determines how online chatbots affect usersorganismal reaction and usage behavior in the smart library and provides a novel perspective for the study of online chatbot usage behaviors and a novel theoretical framework for behavioral analysis.The results are as follows.Information quality and empathy of smart library online chatbots have positive effects on satisfaction,and empathy and friendliness have positive effects on trust,while satisfaction and trust have positive effects on usage behavior.Users’trust has the greatest influence on usage behavior,while the system quality of online chatbots has no influence on satisfaction.This research provides theoretical and practical significance for building new types of human-computer relationship in the construction of smart libraries,thereby realizing the equalization of public cultural services and promoting the transformation of conventional libraries into smart libraries.
作者
王晰巍
罗然
刘宇桐
乌吉斯古楞
Wang Xiwei;Luo Ran;Liu Yutong;Wuji Siguleng(School of Business and Management,Jilin University,Changchun 130022;Research Center for Big Data Management,Jilin University,Changchun 130022;Research Center of Cyberspace Governance,Jilin University,Changchun 130022)
出处
《情报学报》
CSCD
北大核心
2023年第2期217-230,共14页
Journal of the China Society for Scientific and Technical Information
基金
国家社会科学基金重大项目“大数据驱动的社交网络舆情主题图谱构建及调控策略研究”(18ZDA310)
吉林大学哲学社会科学研究创新团队项目“国数智企业现代化运营管理与商业模式创新”(2022CXTD10)。
