将服务带回采纳:智能化养老应用采纳行为研究

Bringing Service Back to Adoption:Research on Adoption of Intelligent Elderly Care Applications

用户采纳行为的相关研究对服务特征可能引发的后果缺少深入分析,致使无法从服务主导的价值逻辑把握当前老年人对智能化养老应用的采纳行为特征。从服务特征出发,通过扎根理论对访谈材料进行编码分析,捕获服务氛围并建立分析框架。在此基础上,对深圳、上海和成都的调查数据分析发现:服务氛围和满意度是对采纳意愿直接影响最大的两个变量;感知风险与采纳意愿没有显著关系;采纳意愿显著正向影响采纳行为;满意度在服务氛围与采纳意愿之间产生部分中介效应。研究在微观层面识别并证实了服务因素的有效性,拓展了既有研究论域,提供了未来研究新方向。

The existing studies on user adoption behavior lack an in-depth analysis of the possible consequences of service features,which makes it impossible to grasp the current characteristics of elderly users’adoption of intelligent elder care applications from a service-oriented value logic.Starting from the“service features”,this paper codes and analyzes the interview data through grounded theory to capture service atmosphere and establish an analytical framework.On this basis,the analysis of the survey data from the elderly in Shenzhen,Shanghai and Chengdu reveals that service atmosphere and satisfaction are the two variables that have the greatest direct effect on adoption intentions;Perceived risk has no significant relationship with adoption intentions;adoption intention has a significant positive impact on adoption behavior;and satisfaction partially mediates the effect between service atmosphere and adoption intentions.The study identifies and confirms the effectiveness of service factors at the micro level,expands the scope of the existing studies,and provides a new direction for future studies.