智能服务中用户信任演化机制研究：基于信任构建-信任违背-信任修复的视角

With the vigorous development of artificial intelligence and other related technologies，not only great changes have happened to the basic opinion of human life, but also drives the emergence of various intelligent services. As the key to the rapid development and popularization of intelligent services, how trust is constructed and evolved in the process of user use is an important issue concerned by academia and managers. This research will investigate the evolution mechanism of user trust in intelligent services from the main line of "trust – trust violation – trust repair”. Firstly, this research will study the user trust-building mechanism in intelligent service based on social-technical system theory. Then, this research will discuss the mechanism of user trust violation in intelligent service based on the characteristics of intelligent service. Finally, based on the value co-creation theory, a new trust repair strategy, co-creation repair is proposed and validated. This research can enrich the knowledge system of user trust in intelligent services, and provide guidance and suggestions for intelligent service platforms and enterprises.

随着人工智能等相关技术的大力发展，不仅改变了人类生活的基本观念，而且驱动着各种智能服务不断地涌现。作为智能服务能够快速发展和普及的关键，信任在用户使用过程中如何构建和演变的是学术界和企业界关心的重要问题。本项目拟从信任构建-信任违背-信任修复为逻辑主线，探究智能服务中用户信任的演化机制。首先，基于社会-技术系统理论研究智能服务中用户信任构建机制；然后结合智能服务特性探讨智能服务中用户信任违背产生机制；最后，基于价值共创理论提出新的信任修复策略-共创修复，并验证其有效性。本项目的研究可以丰富智能服务中用户信任的知识体系，并为智能服务平台和企业提供指导建议。

随着人工智能等相关技术的大力发展，不仅改变了人类生活的基本观念，而且驱动着各种智能服务不断地涌现。作为智能服务能够快速发展和普及的关键，信任在用户使用过程中如何构建和演变的是学术界和企业界关心的重要问题。本项目从信任构建-信任违背-信任修复为逻辑主线，探究智能服务中用户信任的演化机制。首先，基于扎根理论研究智能服务中用户信任构建机制；然后结合智能服务特性探讨智能服务中用户信任违背产生机制；最后，在信任修复研究方面，从价值共创视角，基于学习理论和不确定性理论，提出由用户主动参与进行价值共创，从而提升智能服务的服务质量，从根本上解决用户信任修复问题。本项目的研究可以丰富智能服务中用户信任的知识体系，并为智能服务平台和企业提供指导建议。