烦躁和负面情绪对语音助手表现的影响:不满意客户的视角

IF 20.1 1区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE International Journal of Information Management Pub Date : 2023-10-01 DOI:10.1016/j.ijinfomgt.2023.102662
Shilpi Jain , Sriparna Basu , Arghya Ray , Ronnie Das
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引用次数: 6

摘要

随着Alexa、Siri等语音助手的日益普及,了解客户所经历的服务差距变得势在必行。与此同时,有限的研究集中在不满意客户的角度上。这项研究旨在通过提出技术刺激的前因及其对语音助手整体性能的影响来解决这一差距。该研究采用了混合方法,分析了从用户访谈、用户在线评论和实证调查中收集的数据。这项定性研究从etic和emic的角度出发,发现了与VA的响应性、可用性、平台、连接和兼容性有关的问题。而实证研究表明,效用满足和服务质量对技术刺激有显著影响。研究结果还表明,来自消极高唤醒情绪和低唤醒情绪群体的客户对效用满足的看法各不相同。
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Impact of irritation and negative emotions on the performance of voice assistants: Netting dissatisfied customers’ perspectives

With the rising popularity of voice assistants like Alexa, Siri, etc., understanding the service gaps experienced by customers has become imperative. In unison, limited studies are focusing on the perspectives of dissatisfied customers. This research aims to address this gap by suggesting the antecedents of technology irritation and its impact on the overall performance of voice assistants. The study uses a mixed-methods approach by analyzing the data gathered from user interviews, online reviews from users, and also empirical surveys. The qualitative study, capturing both etic and emic perspectives, found problems related to responsiveness, usability, platform, connectivity, and compatibility of VAs. While the empirical study revealed that utility gratification and service quality have a significant impact on technology irritation. The findings also show that customers from negative high and low arousal emotion groups have varying perceptions about utility gratifications.

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来源期刊
International Journal of Information Management
International Journal of Information Management INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
53.10
自引率
6.20%
发文量
111
审稿时长
24 days
期刊介绍: The International Journal of Information Management (IJIM) is a distinguished, international, and peer-reviewed journal dedicated to providing its readers with top-notch analysis and discussions within the evolving field of information management. Key features of the journal include: Comprehensive Coverage: IJIM keeps readers informed with major papers, reports, and reviews. Topical Relevance: The journal remains current and relevant through Viewpoint articles and regular features like Research Notes, Case Studies, and a Reviews section, ensuring readers are updated on contemporary issues. Focus on Quality: IJIM prioritizes high-quality papers that address contemporary issues in information management.
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