自强还是自嘲:智能语音助手幽默语言风格对用户失败容忍度的影响  

Self-enhancing or Self-deprecating:The Influence of Humorous Language Style of Intelligent Voice Assistant on Users Tolerance of Service Failure

作　　者：张初兵[1] 李天歌 常颖 张卓苹 ZHANG Chubing;LI Tiange;CHANG Ying;ZHANG Zhuoping(School of Business,Tianjin University of Finance and Economics,Tianjin 300222,China)

机构地区：[1]天津财经大学商学院,天津300222

出　　处：《财经论丛》2024年第3期91-101,共11页Collected Essays on Finance and Economics

基　　金：教育部人文社会科学研究项目(16YJC630166);天津市研究生科研创新项目(2021YJSB354)。

摘　　要：幽默语言因其能够显著提升沟通效果,正逐渐成为智能对象设计中的重要考虑因素之一。然而以往学者在智能语音助手服务失败时,对于如何有效利用幽默语言风格来提升用户失败容忍度缺乏系统深入的探讨。本研究以智能语音助手服务补救为情境,基于良性冲突理论,通过三个实验,验证了幽默语言风格对用户失败容忍度的影响。结果表明:相较于自强型幽默,自嘲型幽默能够使用户产生更高的失败容忍度,同时揭示了幽默欣赏在其中的中介作用路径。此外,当智能语音助手扮演伙伴角色时,自强型幽默和自嘲型幽默对幽默欣赏及失败容忍度的影响无显著差异;而当其扮演仆人角色时,自嘲型幽默更能通过幽默欣赏影响用户的失败容忍度。Humorous language,which can improve the effect of communication,has gradually become one of the factors considered in the design of smart objects.However,previous studies lack systematic and in-depth discussion on how the humorous language style can effectively improve users tolerance of service failure when the intelligent voice assistant service fails.Based on the benign violation theory,this paper verifies the role of the humorous language style on users failure tolerance in the context of intelligent voice assistant service remediation through three experiments.The research shows that compared with self-enhancing humor,self-deprecating humor will improve users tolerance of service failure.It further reveals the mediating path of humor appreciation.In addition,when the intelligent voice assistant plays the role of a partner,there is no difference between the effects of self-enhancing humor and self-deprecating humor on humor appreciation and tolerance of service failure;but when the intelligent voice assistant plays the role of a servant,self-deprecating humor can better affect tolerance of service failure through humor appreciation.

关 键 词：自强型幽默 自嘲型幽默 幽默欣赏 失败容忍度 角色类型 

分 类 号：F274[经济管理—企业管理]