智慧图书馆在线聊天机器人使用行为影响因素及实证研究

doi:10.3772/j.issn.1000-0135.2023.02.008

情报学报

2023, Vol. 42

Issue (2): 217-230 DOI: 10.3772/j.issn.1000-0135.2023.02.008

情报用户与行为

本期目录 | 过刊浏览 | 高级检索

智慧图书馆在线聊天机器人使用行为影响因素及实证研究

王晰巍^1,2,3, 罗然¹, 刘宇桐¹, 乌吉斯古楞¹

1.吉林大学商学与管理学院,长春 130022
2.吉林大学大数据管理研究中心,长春 130022
3.吉林大学网络空间治理研究中心,长春 130022

Influencing Factors and Empirical Research on the Usage Behavior of Smart Library Online Chatbots

Wang Xiwei^1,2,3, Luo Ran¹, Liu Yutong¹, Wuji Siguleng¹

1.School of Business and Management, Jilin University, Changchun 130022
2.Research Center for Big Data Management, Jilin University, Changchun 130022
3.Research Center of Cyberspace Governance, Jilin University, Changchun 130022

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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。

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	王晰巍
	罗然
	刘宇桐
	乌吉斯古楞

关键词 ：智慧图书馆, 图书馆在线聊天机器人, 使用行为, 影响因素

收稿日期: 2022-01-18

基金资助: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）。

作者简介: 王晰巍，女，1975年生，教授，研究员，博士生导师，主要研究方向为社交媒体网络舆情和信息行为；罗然，女，1996年生，博士研究生，主要研究方向为信息行为，E-mail：luoranss@163.com；刘宇桐，女，1996年生，博士研究生，主要研究方向为信息行为及网络舆情；乌吉斯古楞，女，1993年生，博士研究生，主要研究方向为信息行为；

引用本文:

王晰巍, 罗然, 刘宇桐, 乌吉斯古楞. 智慧图书馆在线聊天机器人使用行为影响因素及实证研究[J]. 情报学报, 2023, 42(2): 217-230.
Wang Xiwei, Luo Ran, Liu Yutong, Wuji Siguleng. Influencing Factors and Empirical Research on the Usage Behavior of Smart Library Online Chatbots. 情报学报, 2023, 42(2): 217-230.

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https://qbxb.istic.ac.cn/CN/10.3772/j.issn.1000-0135.2023.02.008 或 https://qbxb.istic.ac.cn/CN/Y2023/V42/I2/217

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