社会化问答平台服务模式创新研究

Service Model Innovation of Social Q&A Platform

【目的/意义】随着场景要素在社会化问答平台中的嵌入,使得其场景化特征越来越明显,场景化功能越来越丰富。然而,现有社会化问答平台的场景化效用未能充分和有效地发挥,这使得其正逐渐地丧失着价值创造的机会。【方法/过程】为此,将场景纳入社会化问答平台研究的视野,从服务模式创新要素出发,基于场景化情境适配构建了社会化问答平台的服务创新框架、服务创新机理和服务创新路径。【结果/结论】基于单案例的研究方法,对社会化问答平台场景化服务模式进行了实证。研究结果表明,社会化问答平台服务模式创新可依据用户信息期望实现功能性服务模式创新、体验性服务模式创新,以及这两类创新的适度融合创新。【创新/局限】将场景引入社会化服务模式创新研究丰富了相关理论,未来需要采用其他的实证方法予以论证。

【Purpose/significance】With scenario elements embedments in the social Q&A platform, the scenario features become increasingly obvious, and the scenario functions become richer. However, the existing social Q&A platform’s scenario utility is not fully and effectively played, which makes it gradually lose the opportunity of value creation.【Method/process】Therefore, the scene was brought into the field of vision of social Q&A platform research, and the service innovation framework, service innovation mechanism and service innovation path of social Q&A platform were constructed based on the scenario contextual adaptation from the service model innovation elements.【Result/conclusion】Based on the research method of single case, the service model of social Q&A platform is demonstrated. The results show that the service model innovation of social Q&A platform can achieve functional service model innovation, experiential service model innovation, and the appropriate integration innovation of these two kinds of innovation according to user information expectations.【Innovation/limitation】Introducing the scenario into the innovation research of socialized service model enriches the relevant theories, which need to be demonstrated by other empirical methods in the future.