作　　者： ;

机构地区： 北京理工大学管理与经济学院

出　　处： 《北京理工大学学报（社会科学版）》 2023年第3期117-128,共12页

摘　　要： 人工智能应用于产品交互设计,改变了人与产品之间传统的交互方式,消费者在人机交互的过程中会不断构建、强化、表达自我,此过程存在复杂的作用机制并会对消费者的产品感知和评价产生影响。从用户角度出发,运用实验法探究了顾客对人工智能(AI)产品的感知价值(功能价值、享乐价值、社会价值)对顾客满意度产生的正向影响,同时验证了自我—人工智能联结在此关系中的中介作用。此外,验证了AI产品是否提供个性化的服务会影响自我—人工智能联结的程度。具体而言,提供个性化服务会对自我—人工智能联结产生显著的正向影响。但感知价值与个性化服务的交互作用会对自我—人工智能联结产生显著负向影响。 Artificial intelligence,applied to product interaction design,has changed the traditional interaction between people and products.Consumers will continue to build,strengthen,and express themselves in the process of human-computer interaction.This process has a complex mechanism of action and will affect consumers’product perception and evaluation.From the perspective of users,this study used experimental methods to explore the positive impact of customers’perceived value(functional value,hedonic value and social value)of AI products on customer satisfaction,and verified the mediating role of self-artificial intelligence connection in this relationship.In addition,this study verified whether the degree of self-artificial intelligence connection would be affected with or without AI products providing personalized services.Specifically,providing personalized services will have a significant positive impact on self-AI connection.However,the interaction between perceived value and personalized services will have a significant negative impact on self-AI connection.

关 键 词： 顾客感知价值 顾客满意度 自我 人工智能联结 个性化服务

领　　域： [经济管理—产业经济]