网络众包社区服务质量感知对用户知识行为的影响——一个多重中介作用模型

doi:10.12005/orms.2020.0322

摘要/Abstract

摘要： 网络众包社区是互联网环境下大众相互协作共同完成特定任务的信息交流平台。本文首先从环境质量、交互质量和结果质量3个方面来评价网络众包社区用户感知服务质量,再引入用户沉浸体验、社会临场感与社群卷入作为中介变量,探讨用户感知服务质量对其知识搜索和知识贡献的影响机理。基于216份调查问卷进行实证检验,结果表明:(1)环境质量、交互质量和结果质量均是构成用户对网络众包社区服务质量感知的关键维度;(2)沉浸体验在服务质量感知与知识搜索之间所起的中介作用更大,而社会临场感在服务质量感知与知识贡献之间所起的中介作用更大;(3)社群卷入在沉浸体验与知识贡献之间起着部分中介作用,而在社会临场感与知识贡献之间起着完全中介作用。

关键词: 众包社区, 沉浸体验, 社会临场感, 社群卷入, 知识搜索, 知识贡献

Abstract: Crowdsourcing communities are important platforms for open innovation. This study evaluates user’s perceived service quality of crowdsourcing communities from three aspects: environmental quality, interaction quality and outcome quality. Then we introduce the flow experience and social presence as intermediary variables, to explore the mechanisms through which a user’s perceived service quality influences their knowledge search and knowledge contribution. The empirical research based on 216 questionnaires shows that, first, the environmental quality, interaction quality and outcome quality are the key dimensions of users’ service quality perception in crowdsourcing communities. Second, users’ flow experience mainly plays a mediating role between perceived service quality and knowledge search, while social presence mainly plays a mediating role between perceived service quality and knowledge contribution. Last, community involvement plays a partially mediating role between users’ flow experience and knowledge contribution, meanwhile, it also plays a completely mediating role between users’ social presence and knowledge contribution.

Key words: crowdsourcing community, flow experience, social presence, community involvement, knowledge search, knowledge contribution

中图分类号:

F272

芮正云, 马喜芳. 网络众包社区服务质量感知对用户知识行为的影响——一个多重中介作用模型[J]. 运筹与管理, 2020, 29(12): 125-132.

RUI Zheng-yun, MA Xi-fang. Impacts of Users’ Perceived Service Quality on Their Knowledge Search and Knowledge Contribution in Crowdsourcing Communities[J]. Operations Research and Management Science, 2020, 29(12): 125-132.

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