信息服务中感知价值与满意度差异及作用机理研究

Research on Differences and Mechanism between Perceived Value and Satisfaction in Information Service

用户感知价值和满意度之间的关系研究一直是信息服务研究领域备受关注的内容。通过对用户感知价值和满意度理论背景和概念内涵的介绍,评述了二者之间在概念建构和功能上的差异。并借助问卷调查和modulus面部分析系统(FaceReader)所搜集的数据,实证分析了信息服务情境下,用户感知价值和满意度之间的差异及其对用户行为的作用机理。相关实证研究结果表明,感知价值与满意度在概念上是不同的,但在功能上是相互补充的,并以此结论为基础为未来信息服务的相关研究提出了建议,以期能够为国内相关研究提供参考和启示。

The relationship between perceived value and satisfaction has received considerable attention of scholars and practitioners in the research domain of information service. In this paper, theoretical background and conceptual content of user perceived value and satisfac- tion were introduced to exemplify conceptual and functional differences for these two concepts. Then the differences between perceived val- ue and satisfaction, as well as their mechanism for behavioral intentions, were studied with empirical data collected via questionnaires and the modulus FaceReader system. The research and experiment suggested that perceived value and satisfaction be conceptualized and meas- ured as two distinct, yet complementary constructs. Based on the results obtained, we presented some advices on future research directions in the hope of providing references and enlightenment for relevant domestic studies.