AI重构售后服务的持续使用意愿影响因素研究  

Research on Factors Influencing the Continuous Use Intention of AI-Reconstructed After-Sales Services

作　　者：雷承锋 邢振江 LEI Cheng-feng;XING Zhen-jiang(Sanxi Polytechnic College,Taiyuan 237016,China;School of Law/Institute of Local Government Development Research,Shantou University,Shantou 515063,China)

机构地区：[1]山西职业技术学院,山西太原237016 [2]汕头大学法学院/地方政府发展研究所,广东汕头515063

出　　处：《经济问题》2024年第9期95-102,共8页On Economic Problems

基　　金：广东省人文社会科学重点研究基地——汕头大学地方政府发展研究所开放基金课题(07423002)。

摘　　要：随着技术的快速发展和应用广泛化,人工智能(AI)对消费者行为和售后服务流程的影响日益显著。研究结合消费者需求和AI的特性,考察了技术如何改变消费者的服务体验和行为模式。采用定性和定量相结合的方法,通过问卷调查收集数据,分析了社群影响、努力期望、个体创新性、绩效期望及数据安全与隐私保护等因素如何影响消费者对AI的接受和持续使用意愿。研究设计着重于通过优化这些因素来提高服务效率和顾客满意度。结果表明,提升社群影响力、促进个体创新性、优化绩效期望和强化数据安全与隐私是提高消费者持续使用意愿的有效策略。以上发现为企业提供了在AI支持下优化售后服务的具体方法,同时为AI在其他领域的应用提供了理论和实践参考。With the rapid development and widespread application of artificial intelligence(AI)technology,its impact on consumer behavior and product after-sales service processes has become increasingly significant.Com-bining consumer needs and the characteristics of AI technology,the study examines how technology changes con-sumer service experiences and behavior patterns.This research employs a combination of qualitative and quantita-tive methods,collecting data through questionnaires to analyze how factors such as community influence,effort ex-pectation,individual innovativeness,performance expectation,and data security and privacy protection affect con-sumers'acceptance and continuous use intention of AI technology.The research design focuses on optimizing these factors to improve service efficiency and customer satisfaction.The results indicate that enhancing community in-fluence,promoting individual innovativeness,optimizing performance expectations,and strengthening data securi-ty and privacy are effective strategies to increase consumers’continuous use intention.The findings provide specif-ic methods for enterprises to optimize after-sales services supported by AI technology and offer theoretical and practical references for the application of AI technology in other fields.

关 键 词：人工智能 售后服务 持续使用意愿 

分 类 号：F016[经济管理—政治经济学]