即时通讯工具和E-mail使用对项目满意度的影响——利益相关者关系的调节作用

The Effects of IM and E- mail Using on the Project Satisfaction——The Moderation of the Stakeholders' Relationship

本文关注项目情境下的社群媒体使用,采用PLS-SEM方法分析了利益相关者关系对社群媒体使用和项目(过程、结果)满意度的调节作用。选取IM(即时通讯工具)和E-mail两种媒体形式,从信息传递质量、沟通氛围和互动性3个维度测量其使用,从信任、承诺和协作3个维度测量利益相关者关系。研究表明,这两种媒体的使用和利益相关者关系均对项目的过程和结果满意度有正向影响,且利益相关者关系能够增强E-mail对满意度的影响,相反却抑制IM对满意度的影响。

This paper focused on the social media using in a project, applying PLS - SEM to analyze the moderation of stakeholders＇ relationship between social media using and project process and outcome satisfaction. Selecting E - mail and IM （In- stant Message）, it measured the media using from the dimensions of the quality of information transmission, communication cli- mate and interactivity, and measured the stakeholders＇ relationship from the dimensions of trust, commitment and collaboration. It indicated that E - mail and IM, stakeholders relationship have significantly active influences on the project process and outcome satisfaction; the stakeholders relationship enhanced the influences of using E - mail on the satisfaction, but restrained the influ- ences of using IM on the satisfaction.