压力分析框架下移动社交网络用户间歇性中辍的影响因素与形成机理
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摘要
[目的/意义]探究诱发移动社交网络用户间歇性中辍行为的关键因素及其相互作用机理,为移动社交网络的设计者、开发者和运营者的社交网络功能优化、信息服务质量提升和精准营销推广等实践工作提供可供参考的意见和建议。[方法/过程]以"压力源—压力—结果"为分析框架,在整合压力应对理论、使用与满足理论和社会支持理论的基础上,从技术压力和使用满足的视角出发提出研究假设构建研究模型。实证研究以微信的深度用户为研究样本,采用"情境实验+问卷访谈"的方式获取404份有效样本数据,利用Smart PLS2.0软件验证假设和模型。[结果/结论]技术压力和使用满足的影响在用户使用社交网络时同时存在,均能显著正向影响用户的产品转换疲劳和使用疲劳,两者的综合作用能诱发用户间歇性中辍行为。其中,技术压力因素中的信息过载、功能过载是产生社交网络使用疲劳的重要前因;使用满足因素中的情感需要满足、社交需要满足和信息需要满足是产生社交网络转换疲劳的重要前因。
[Purpose/Significance]The purpose of this paper was to explore the key factors and formation mechanism of users' intermittent discontinuance behavior of mobile social network,which had positive significance for designers,developers and operators of mobile social networks on development and improvement of social network function optimization,information service quality improvement and precision marketing promotion.[Method/Process]Taking the"stressor-strain-outcome"model as the framework and integrating Stress-and-Coping Theory,Uses and Gratifications Theory together with Social Support Theory,this paper built hypotheses and constructed the research model from perspectives of technostress and usage satisfaction.Using deep users of WeChat as the research sample,404 valid questionnaires were obtained by"situational experiment"and"questionnaire interview",and SmartPLS2.0 was applied to test the hypotheses and model.[Result/Conclusion]The results showed that when users used social networks,the impact of technostress and usage satisfaction existed simultaneously,which significantly affected the user's product transition fatigue and use fatigue,and further affected the user's social network intermittent discontinuance behavior through the combination of two kinds of fatigue.Among them,information overload and system overload in the technostress factors were significant causes of social network use fatigue;the emotion gratification,social gratification and information gratification in the usage satisfaction factors were important antecedents of social network transition fatigue.
[Purpose/Significance]The purpose of this paper was to explore the key factors and formation mechanism of users' intermittent discontinuance behavior of mobile social network,which had positive significance for designers,developers and operators of mobile social networks on development and improvement of social network function optimization,information service quality improvement and precision marketing promotion.[Method/Process]Taking the"stressor-strain-outcome"model as the framework and integrating Stress-and-Coping Theory,Uses and Gratifications Theory together with Social Support Theory,this paper built hypotheses and constructed the research model from perspectives of technostress and usage satisfaction.Using deep users of WeChat as the research sample,404 valid questionnaires were obtained by"situational experiment"and"questionnaire interview",and SmartPLS2.0 was applied to test the hypotheses and model.[Result/Conclusion]The results showed that when users used social networks,the impact of technostress and usage satisfaction existed simultaneously,which significantly affected the user's product transition fatigue and use fatigue,and further affected the user's social network intermittent discontinuance behavior through the combination of two kinds of fatigue.Among them,information overload and system overload in the technostress factors were significant causes of social network use fatigue;the emotion gratification,social gratification and information gratification in the usage satisfaction factors were important antecedents of social network transition fatigue.
引文
[1]凯度.2017中国社交媒体影响报告[EB/OL].https://cn.kantar.com/媒体动态/社交/2017/2017凯度中国社交媒体影响报告/,2017-06-06.
[2]凯度.2016中国社交媒体影响报告[EB/OL].http://www.cn.kantar.com/媒体动态/社交/2016/凯度2016中国社交媒体影响报告/,2016-01-28.
[3]Furneaux B,Wade M.An Exploration of Organizational Level Information Systems Discontinuance Intentions[J].MIS Quarterly,2011,35(3):573-598.
[4]Recker J.Towards a Theory of Individual-level Discontinuance of Information Systems use[C]//Thirty Fifth International Conference on Information Systems,Auckland,2014.
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[6]张明新,叶银娇.传播新技术采纳的“间歇性中辍”现象研究:来自东西方社会的经验证据[J].新闻与传播研究,2014,(6):78-98.
[7]Zhang S,Zhao L,Lu Y,et al.Do You Get Tired of Socializing?An Empirical Explanation of Discontinuous Usage Behaviour in Social Network Services[J].Information & Management,2016,53(7):904-914.
[8]Bright L F,Kleiser S B,Grau S L.Too Much Facebook?An Exploratory Examination of Social Media Fatigue[J].Computers in Human Behavior,2015,44:148-155.
[9]Lee A R,Son S M,Kim K K.Information and Communication Technology Overload and Social Networking Service Fatigue:A Stress Perspective[J].Computers in Human Behavior,2016,55:51-61.
[10]张艳丰,李贺,彭丽徽.移动社交媒体倦怠行为的影响因素模型及实证研究[J].现代情报,2017,37(10):36-41.
[11]Maier C,Laumer S,Weinert C,et al.The Effects of Technostress and Switching Stress on Discontinued Use of Social Networking Services:A Study of Facebook Use[J].Information Systems Journal,2015,25(3):275-308.
[12]Turel O.Untangling the Complex Role of Guilt in Rational Decisions to Discontinue the Use of a Hedonic Information System[J].European Journal of Information Systems,2016,25(5):1-16.
[13]York C,Turcotte J.Vacationing from Facebook:Adoption,Temporary Discontinuance,and Readoption of an Innovation[J].Communication Research Reports,2015,32(1):54-62.
[14]沈校亮,厉洋军.智能健康硬件用户间歇性中止行为影响因素研究[J].管理科学,2017,30(1):31-42.
[15]Shen X L,Li Y J,Sun Y.Wearable Health Information Systems Intermittent Discontinuance:A Revised Expectation-disconfirmation Model[J].Industrial Management & Data Systems,2018,118(3):506-523.
[16]Duhachek A.Coping:A Multidimensional,Hierarchical Framework of Responses to Stressful Consumption Episodes[J],Journal of Consumer Research,2005,32(1):41-53.
[17]Yi S,Baumgartner H.Coping with Negative Emotions in Purchase-Related Situations[J].Journal of Consumer Psychology,2004,14(3):303-317.
[18]Koeske G F,Koeske R D.A Preliminary Test of a Stress-strain-outcome Model for Reconceptualizing the Burnout Phenomenon.[J].Journal of Social Service Research,1993,17(3-4):107-135.
[19]杨睿娟,元浩然,杨静怡.信息技术压力对工作结果的影响:工作疲劳的中介作用[J].中国人力资源开发,2016,(22):37-47.
[20]Saegert S.Crowding:Cognitive Overload and Behavioral Constraint[J].Environmental Design Research,1973,(2):254-260.
[21]申利净.传播学视阈下在线社交网络用户跨平台迁移行为研究[D].锦州:渤海大学,2017.
[22]Jacoby J,Speller D E,Berning C K.Brand Choice Behavior as a Function of Information Load:Replication and Extension.[J].Journal of Marketing Research,1974,1(1):33-42.
[23]Thompson D V,Hamilton R W,Rust R T.Feature Fatigue:When Product Capabilities Become Too Much of a Good Thing.[J].Journal of Marketing Research,2005,42(4):431-442.
[24]?oklar A N,?ahin Y L.Technostress Levels of Social Network Users Based on ICTS in Turkey[J].European Journal of Social Sciences,2011,23(2):171-182.
[25]Lee S B,Sang C L,Suh Y H.Technostress from Mobile Communication and Its Impact on Quality of Life and Productivity[J].Total Quality Management & Business Excellence,2016,27(7):1-16.
[26]Jaehee Cho,Dina Inman Ramgolam,Kimberly Mary Schaefer,et al.The Rate and Delay in Overload:An Investigation of Communication Overload and Channel Synchronicity on Identification and Job Satisfaction[J].Journal of Applied Communication Research,2011,39(1):38-54.
[27]Chen W,Lee K H.Sharing,Liking,Commenting,and Distressed?The Pathway Between Facebook Interaction and Psychological Distress[J].Cyberpsychology Behavior & Social Networking,2013,16(10):728-734.
[28]Chou S W,Hung I H.Understanding Knowledge Outcome Improvement at the Post-adoption Stage in a Virtual Community[J].Information Technology & People,2016,29(4):774-806.
[29]Gan C,Li H,Gan C,et al.Understanding the Effects of Gratifications on the Continuance Intention to Use WeChat in China:A Perspective on Uses and Gratifications[J].Computers in Human Behavior,2018,78:306-315.
[30]孙怡,鲁耀斌,魏国基.社交氛围对朋友群组成员的购买意愿和行为的影响[J].管理学报,2016,13(9):1392-1399.
[31]Hajli N,Sims J.Social Commerce:The Transfer of Power from Sellers to Buyers[J].Technological Forecasting and Social Change,2015,94:350-358.
[32]Sun J,Sheng D,Gu D,et al.Understanding Link Sharing Tools Continuance Behavior in Social Media[J].Online Information Review,2017,41(1):119-133.
[33]Ravindran T,Kuan A C Y,Lian D G H.Antecedents and Effects of Social Network Fatigue[J].Journal of the Association for Information Science & Technology,2014,65(11):2306-2320.
[34]Ayyagari R,Grover V,Purvis R.Technostress:Technological Antecedents and Implications[J].MIS Quarterly,2011,35(4):831-858.
[35]Yang C C,Bradford B B.Online Self-presentation on Facebook and Self-development During the College Transition.[J].J Youth Adolesc,2016,45(2):402-416.
[36]Moghavvemi S,Sharabati M,Paramanathan T,et al.The Impact of Perceived Enjoyment,Perceived Reciprocal Benefits and Knowledge Power on Students’ Knowledge Sharing Through Facebook[J].The International Journal of Management Education,2017,15(1):1-12.
[37]Chen Y,Liang C,Cai D.Understanding WeChat Users’ Behavior of Sharing Social Crisis Information[J].International Journal of Human-Computer Interaction,2018,34(4):356-366.
[38]Sung Y,Lee J A,Kim E,et al.Why we Post Selfies:Understanding Motivations for Posting Pictures of Oneself[J].Personality & Individual Differences,2016,97:260-265.
[39]Lu C J.Accidental Discovery of Information on the User-defined Social Web:A Mixed-method Study[D].Pennsylvania:University of Pittsburgh,2012.
[2]凯度.2016中国社交媒体影响报告[EB/OL].http://www.cn.kantar.com/媒体动态/社交/2016/凯度2016中国社交媒体影响报告/,2016-01-28.
[3]Furneaux B,Wade M.An Exploration of Organizational Level Information Systems Discontinuance Intentions[J].MIS Quarterly,2011,35(3):573-598.
[4]Recker J.Towards a Theory of Individual-level Discontinuance of Information Systems use[C]//Thirty Fifth International Conference on Information Systems,Auckland,2014.
[5]Maier C,Laumer S,Weinert C,et al.The Effects of Technostress and Switching Stress on Discontinued Use of Social Networking Services:A Study of Facebook Use[J].Information Systems Journal,2015,25(3):275-308.
[6]张明新,叶银娇.传播新技术采纳的“间歇性中辍”现象研究:来自东西方社会的经验证据[J].新闻与传播研究,2014,(6):78-98.
[7]Zhang S,Zhao L,Lu Y,et al.Do You Get Tired of Socializing?An Empirical Explanation of Discontinuous Usage Behaviour in Social Network Services[J].Information & Management,2016,53(7):904-914.
[8]Bright L F,Kleiser S B,Grau S L.Too Much Facebook?An Exploratory Examination of Social Media Fatigue[J].Computers in Human Behavior,2015,44:148-155.
[9]Lee A R,Son S M,Kim K K.Information and Communication Technology Overload and Social Networking Service Fatigue:A Stress Perspective[J].Computers in Human Behavior,2016,55:51-61.
[10]张艳丰,李贺,彭丽徽.移动社交媒体倦怠行为的影响因素模型及实证研究[J].现代情报,2017,37(10):36-41.
[11]Maier C,Laumer S,Weinert C,et al.The Effects of Technostress and Switching Stress on Discontinued Use of Social Networking Services:A Study of Facebook Use[J].Information Systems Journal,2015,25(3):275-308.
[12]Turel O.Untangling the Complex Role of Guilt in Rational Decisions to Discontinue the Use of a Hedonic Information System[J].European Journal of Information Systems,2016,25(5):1-16.
[13]York C,Turcotte J.Vacationing from Facebook:Adoption,Temporary Discontinuance,and Readoption of an Innovation[J].Communication Research Reports,2015,32(1):54-62.
[14]沈校亮,厉洋军.智能健康硬件用户间歇性中止行为影响因素研究[J].管理科学,2017,30(1):31-42.
[15]Shen X L,Li Y J,Sun Y.Wearable Health Information Systems Intermittent Discontinuance:A Revised Expectation-disconfirmation Model[J].Industrial Management & Data Systems,2018,118(3):506-523.
[16]Duhachek A.Coping:A Multidimensional,Hierarchical Framework of Responses to Stressful Consumption Episodes[J],Journal of Consumer Research,2005,32(1):41-53.
[17]Yi S,Baumgartner H.Coping with Negative Emotions in Purchase-Related Situations[J].Journal of Consumer Psychology,2004,14(3):303-317.
[18]Koeske G F,Koeske R D.A Preliminary Test of a Stress-strain-outcome Model for Reconceptualizing the Burnout Phenomenon.[J].Journal of Social Service Research,1993,17(3-4):107-135.
[19]杨睿娟,元浩然,杨静怡.信息技术压力对工作结果的影响:工作疲劳的中介作用[J].中国人力资源开发,2016,(22):37-47.
[20]Saegert S.Crowding:Cognitive Overload and Behavioral Constraint[J].Environmental Design Research,1973,(2):254-260.
[21]申利净.传播学视阈下在线社交网络用户跨平台迁移行为研究[D].锦州:渤海大学,2017.
[22]Jacoby J,Speller D E,Berning C K.Brand Choice Behavior as a Function of Information Load:Replication and Extension.[J].Journal of Marketing Research,1974,1(1):33-42.
[23]Thompson D V,Hamilton R W,Rust R T.Feature Fatigue:When Product Capabilities Become Too Much of a Good Thing.[J].Journal of Marketing Research,2005,42(4):431-442.
[24]?oklar A N,?ahin Y L.Technostress Levels of Social Network Users Based on ICTS in Turkey[J].European Journal of Social Sciences,2011,23(2):171-182.
[25]Lee S B,Sang C L,Suh Y H.Technostress from Mobile Communication and Its Impact on Quality of Life and Productivity[J].Total Quality Management & Business Excellence,2016,27(7):1-16.
[26]Jaehee Cho,Dina Inman Ramgolam,Kimberly Mary Schaefer,et al.The Rate and Delay in Overload:An Investigation of Communication Overload and Channel Synchronicity on Identification and Job Satisfaction[J].Journal of Applied Communication Research,2011,39(1):38-54.
[27]Chen W,Lee K H.Sharing,Liking,Commenting,and Distressed?The Pathway Between Facebook Interaction and Psychological Distress[J].Cyberpsychology Behavior & Social Networking,2013,16(10):728-734.
[28]Chou S W,Hung I H.Understanding Knowledge Outcome Improvement at the Post-adoption Stage in a Virtual Community[J].Information Technology & People,2016,29(4):774-806.
[29]Gan C,Li H,Gan C,et al.Understanding the Effects of Gratifications on the Continuance Intention to Use WeChat in China:A Perspective on Uses and Gratifications[J].Computers in Human Behavior,2018,78:306-315.
[30]孙怡,鲁耀斌,魏国基.社交氛围对朋友群组成员的购买意愿和行为的影响[J].管理学报,2016,13(9):1392-1399.
[31]Hajli N,Sims J.Social Commerce:The Transfer of Power from Sellers to Buyers[J].Technological Forecasting and Social Change,2015,94:350-358.
[32]Sun J,Sheng D,Gu D,et al.Understanding Link Sharing Tools Continuance Behavior in Social Media[J].Online Information Review,2017,41(1):119-133.
[33]Ravindran T,Kuan A C Y,Lian D G H.Antecedents and Effects of Social Network Fatigue[J].Journal of the Association for Information Science & Technology,2014,65(11):2306-2320.
[34]Ayyagari R,Grover V,Purvis R.Technostress:Technological Antecedents and Implications[J].MIS Quarterly,2011,35(4):831-858.
[35]Yang C C,Bradford B B.Online Self-presentation on Facebook and Self-development During the College Transition.[J].J Youth Adolesc,2016,45(2):402-416.
[36]Moghavvemi S,Sharabati M,Paramanathan T,et al.The Impact of Perceived Enjoyment,Perceived Reciprocal Benefits and Knowledge Power on Students’ Knowledge Sharing Through Facebook[J].The International Journal of Management Education,2017,15(1):1-12.
[37]Chen Y,Liang C,Cai D.Understanding WeChat Users’ Behavior of Sharing Social Crisis Information[J].International Journal of Human-Computer Interaction,2018,34(4):356-366.
[38]Sung Y,Lee J A,Kim E,et al.Why we Post Selfies:Understanding Motivations for Posting Pictures of Oneself[J].Personality & Individual Differences,2016,97:260-265.
[39]Lu C J.Accidental Discovery of Information on the User-defined Social Web:A Mixed-method Study[D].Pennsylvania:University of Pittsburgh,2012.