基于C-A-C的生成式AI用户间歇性中辍行为研究  

Research on Generative AI Users'Intermittent Discontinuance Based on the C-A-C

作　　者：周涛[1] 张春雷[1] 邓胜利[2] Zhou Tao;Zhang Chunlei;Deng Shengli(School of Management,Hangzhou Dianzi University,Hangzhou 310018,China;School of Information Management,Wuhan University,Wuhan 430072,China)

机构地区：[1]杭州电子科技大学管理学院,浙江杭州310018 [2]武汉大学信息管理学院,湖北武汉430072

出　　处：《现代情报》2025年第3期40-50,64,共12页Journal of Modern Information

基　　金：国家社会科学基金一般项目“基于隐私悖论的生成式AI用户信息披露形成机理与引导策略研究”(项目编号:24BGL310)。

摘　　要：[目的/意义]用户的间歇性中辍作为一种消极行为,将影响生成式AI的用户保持及获取持续竞争优势。因此,有必要研究用户间歇性中辍的形成机理,发现显著的影响因素。[方法/过程]基于认知—情感—意愿(Cognition-Affect-Conation,C-A-C),从“使能”与“抑制”双重视角研究了生成式AI用户间歇性中辍行为。使能因素包括隐私担忧、信息幻觉、认知失调;抑制因素包括智能化、拟人化、个性化、情感承诺。采用结构方程模型(Structural Equation Modeling,SEM)和模糊集定性比较分析(fuzzy-set Qualitative Comparative Analysis,fsQCA)进行数据分析。[结果/结论]隐私担忧和信息幻觉影响认知失调,进而导致间歇性中辍行为。智能化、拟人化、个性化影响情感承诺,进而对间歇性中辍产生抑制作用。研究结果显示,生成式AI一方面需要缓解用户的隐私担忧,减少信息幻觉,从而降低用户认知失调;另一方面,需要通过提高系统的智能化、拟人化、个性化等功能水平,增进用户情感承诺,从而抑制其间歇性中辍行为。[Purpose/Significance]As a passive behavior,users'intermittent discontinuance may make it difficult for generative AI to retain users and achieve a competitive advantage.Thus,it is necessary to examine the formation mechanism of user intermittent discontinuance and find the significant factors.[Method/Process]From a C-A-C perspective,this research examined the enablers and inhibitors of generative AI users'intermittent discontinuance.Enablers include privacy concern,information hallucination and cognitive dissonance,while inhibitors include intelligence,anthropomorphism,personalization and emotional commitment.SEM and fsQCA were adopted to conduct data analysis.[Results/Conclusions]Privacy concern and information hallucination affect cognitive dissonance,which further leads to intermittent discontinuation.Intelligence,anthropomorphism,and personalization affect emotional commitment,which prevents intermittent discontinuance.The results imply that generative AI needs to mitigate users'privacy concern and reduce information hallucination in order to lower cognitive dissonance.On the other hand,generative AI needs to enhance the intelligence,anthropomorphism,and personalization in order to increase users'emotional commitment and prevent their intermittent discontinuance.

关 键 词：生成式AI 间歇性中辍 C-A-C 认知失调 情感承诺 

分 类 号：G252.0[文化科学—图书馆学]