快速访问
文章信息
参考文献
[1]国务院. 关于加强数字政府建设的指导意见 [Z]. 2022.
[2]国务院. 关于加快推进政务服务标准化规范化便利化的指导意见 [Z]. 2022.
[3]中华人民共和国国家互联网信息办公室. 全球人工智能治理倡议 [EB/OL]. (2023-10-18) [2025-04-05]. http: //www.cac.gov.cn/2023-10/18/c_1697325245432345.htm.
[4]国务院. 政府工作报告 [R]. 北京: 人民出版社, 2024.
[5]申万宏源证券有限公司. 沪深300通信指数(申万)研究报告 [R]. 2020.
[6]中国信息通信研究院. 中国数字政府建设与发展白皮书(2023年) [R]. 2023.
[7]ABBAS N, FØLSTAD A, BJØRKLI C A, 等. Chatbots as part of digital government service provision – a user perspective [C]//KUROSU M. Human-Computer Interaction–INTERACT 2023. Cham: Springer, 2023: 66–82. DOI: 10.1007/978-3-031-25581-6_5.
[8]CHENG Y, JIANG H. How do AI-driven chatbots impact user experience? Examining gratifications, perceived privacy risk, satisfaction, loyalty, and continued use [J]. Journal of Broadcasting & Electronic Media, 2020, 64(4): 592–614. DOI: 10.1080/08838151.2020.1834296.
[9]俞宁, 王飞跃, 刘成林, 等. 新一代人工智能技术ChatGPT的应用与监管笔谈 [J]. 自动化学报, 2023, 49(5): 901–910.
[10]THIERER A, CASTILLO O’SULLIVAN A, RUSSELL R. Artificial intelligence and public policy [R/OL]. Arlington: Mercatus Center at George Mason University, 2017 [2025-04-05].https: //www.mercatus.org/publications/regulation/artificial-intelligence-and-public-policy.
[11]王丽, 张明, 刘洋, 等. 政务智能问答机器人创新扩散影响因素研究—基于事件史分析 [J]. 电子政务, 2019(12): 75–85. DOI: 10.16582/j.cnki.dzzw.2019.12.008.
[12]姚清晨, 黄璜. 聊天机器人在公共部门管理中的应用研究综述 [J]. 电子政务, 2022(5): 144–153. DOI: 10.13366/j.dik.2022.05.144.
[13]SILVA L, SHOJAEI A S, BARBOSA B. Chatbot-based services: A study on customers’ reuse intention [J]. Journal of Theoretical and Applied Electronic Commerce Research, 2023, 18(1): 457–474. DOI: 10.3390/jtaer18010024.
[14]LIAO C, PALVIA P, CHEN J L. Information technology adoption behavior life cycle: Toward a technology continuance theory (TCT) [J]. International Journal of Information Management, 2009, 29(4): 309–320. DOI: 10.1016/j.ijinfomgt.2009.03.004.
[15]FOROUGHI B, IRANMANESH M, HYUN S S. Understanding the determinants of mobile banking continuance usage intention [J]. Journal of Enterprise Information Management, 2019, 32(6): 1015–1033. DOI: 10.1108/JEIM-10-2018-0237.
[16]MOORE M H. Creating public value: Strategic management in government [M]. Cambridge: Harvard University Press, 1995.
[17]MOUHCINE H B, DIRSEHAN T. The role of user satisfaction in continuance intention to use chatbots within the technology acceptance model (TAM) [J]. International Journal of E-Adoption, 2021, 13(2): 1–18.
[18]KIM J, LI Y, CHOI J. Understanding the continuance intention to use chatbot services [J]. Asia Marketing Journal, 2023, 25(3): 99–110. DOI: 10.53728/2765-6500.1613.
[19]NGUYEN D M, CHIU Y T H, LE H D. Determinants of continuance intention towards banks’ chatbot services in Vietnam: A necessity for sustainable development [J]. Sustainability, 2021, 13(14): 7625. DOI: 10.3390/su13147625.
[20]CHEN Q, LU Y, GONG Y, 等. Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty [J]. Internet Research, 2023, 33(6): 2205–2243. DOI: 10.1108/INTR-09-2021-0686.
[21]LI L, LEE K Y, EMOKPAE E, 等. What makes you continuously use chatbot services? Evidence from Chinese online travel agencies [J]. Electronic Markets, 2021, 31(2): 457–474. DOI: 10.1007/s12525-020-00454-z.
[22]BINEKAS H, BELGIAWAN P F. Factors influence satisfaction and continuance intention of chatbot users [M]//HAKIM A, et al. Proceedings of the 5th International Conference on Sustainable Innovation 2021 (ICoSI). Singapore: Atlantis Press, 2023: 102–116. DOI: 10.2991/978-94-6463-216-3_9.
[23]DAVIS F D. Perceived usefulness, perceived ease of use, and user acceptance of information technology [J]. MIS Quarterly, 1989, 13(3): 319–340.
[24]FOROUGHI B, HUY T Q, IRANMANESH M, 等. Why users continue E-commerce chatbots? Insights from PLS-fsQCA-NCA approach [J/OL]. The Service Industries Journal, 2024. DOI: 10.1080/02642069.2024.2371910.
[25]ASHFAQ M, YUN J, YU S, 等. I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents [J]. Telematics and Informatics, 2020, 54: 101473. DOI: 10.1016/j.tele.2020.101473.
[26]HAN X, KIM S, HAILU T B, 等. Determinants of approach behavior for ChatGPT and their configurational influence in the hospitality and tourism sector: A cumulative prospect theory [J/OL]. International Journal of Contemporary Hospitality Management, 2024. DOI: 10.1108/IJCHM-07-2023-1072.
[27]BHATT S, MOHAN M. An empirical analysis of consumer intention towards m-commerce [J]. Journal of Retailing and Consumer Services, 2024, 78: 103632. DOI: 10.1016/j.jretconser.2024.103632.
[28]MAJID G M, TUSSYADIAH I, KIM Y R, 等. Promoting pro-environmental behaviour spillover through chatbots [J/OL]. Journal of Sustainable Tourism, 2024. DOI: 10.1080/09669582.2024.2393256.
[29]HAN X, FANG S, XIE L, 等. Service fairness and customer satisfaction [J]. Journal of Contemporary Marketing Science, 2019, 2(1): 50–62. DOI: 10.1108/JCMARS-01-2019-0003.
[30]HUMAIROH, LIMAKRISNA N, MOEINS A. Intelligent banking chatbot: Intention to continue through millennial customer satisfaction in Indonesia using the TAM method [J]. Dinamika Ekonomi dan Keuangan Asia, 2024, 4(6): 112–125. DOI: 10.38035/dijefa.v4i6.1234.
[31]ZHANG B, ZHU Y, DENG J, 等. “I am here to assist your tourism”: Predicting continuance intention to use AI-based chatbots for tourism. Does gender really matter? [J]. International Journal of Human-Computer Interaction, 2023, 39(9): 1887–1903. DOI: 10.1080/10447318.2022.2124345.
[32]WANG L, ZHANG N, ZHAO X. Understanding the determinants in the different government AI adoption stages: Evidence of local government chatbots in China [J]. Social Science Computer Review, 2022, 40(2): 534–554. DOI: 10.1177/0894439320980132.
[33]ALAGARSAMY S, MEHROLIA S. Exploring chatbot trust: Antecedents and behavioural outcomes [J]. Heliyon, 2023, 9(5): e16074. DOI: 10.1016/j.heliyon.2023.e16074.
[34]ZHU Y, WANG R, PU C. “I am chatbot, your virtual mental health adviser.” What drives citizens’ satisfaction and continuance intention toward mental health chatbots during the COVID-19 pandemic? An empirical study in China [J]. Digital Health, 2022, 8: 1–12. DOI: 10.1177/20552076221090031.
版权与开放获取声明
作为一本开放获取的学术期刊，所有文章均遵循 Creative Commons Attribution 4.0 International License (CC BY 4.0) 协议发布，允许用户在署名原作者的前提下自由共享与再利用内容。所有文章均可免费供读者和机构阅读、下载、引用与传播，EWA Publishing 不会通过期刊的出版发行向读者或机构收取任何费用。