图书情报工作 ›› 2020, Vol. 64 ›› Issue (16): 67-80.DOI: 10.13266/j.issn.0252-3116.2020.16.008

• 情报研究 • 上一篇    下一篇

微信用户后悔情绪影响因素与应对策略选择——基于SEM与fsQCA的研究

许芳1, 杨杰2, 田萌2, 徐国虎2   

  1. 1 中南民族大学管理学院 武汉 430074;
    2 中南财经政法大学工商管理学院 武汉 430073
  • 收稿日期:2019-12-15 修回日期:2020-02-18 出版日期:2020-08-20 发布日期:2020-08-20
  • 作者简介:许芳(ORCID:0000-0001-9515-5678),副教授,硕士生导师,E-mail:xffx2001@126.com;杨杰(ORCID:0000-0002-4787-1028),硕士研究生;田萌(ORCID:0000-0002-9359-7656),博士研究生;徐国虎(ORCID:0000-0002-9035-7841),教授,硕士生导师。

Antecedents and Coping Strategies of WeChat Users' Regret Based on SEM and FsQCA

Xu Fang1, Yang Jie2, Tian Meng2, Xu Guohu2   

  1. 1 School of Management, South-Central University for Nationalities, Wuhan 430074;
    2 School of Business Administration, Zhongnan University of Economics and Law, Wuhan 430073
  • Received:2019-12-15 Revised:2020-02-18 Online:2020-08-20 Published:2020-08-20

摘要: [目的/意义] 随着社交媒体应用的迅速普及和持续渗透,众多社交媒体用户面临过度使用问题,其正常的学习、工作和生活受到干扰,引发了用户焦虑、倦怠与后悔等负面情绪。探究引发用户后悔情绪的影响因素与应对策略的选择问题对社交媒体服务商缓解用户负面情绪、提高用户忠诚度,并促进用户健康使用社交媒体具有重要意义。[方法/过程] 以微信用户为研究对象,从社交过载、信息过载和系统功能过载视角出发,考虑用户转换成本与自我情绪管理的影响,构建微信用户过度使用的后悔情绪影响因素及其应对策略模型,采用结构方程模型(SEM)与模糊集定性比较分析(fsQCA)相结合的方法进行分析。[结果/结论] ①微信用户涉入程度正向影响用户对社交过载、信息过载和系统功能过载的感知及其转换成本,进而加剧用户的后悔情绪;②用户的后悔情绪越强烈、面临的转换成本越高,则越倾向于采取情绪导向应对策略,其次是问题导向应对策略;③微信用户自我情绪管理水平越高,用户越可能采取合适的应对策略以缓解自身后悔情绪;④定性比较分析发现两类触发微信用户后悔情绪的前因构型、四类触发问题导向应对策略选择的前因构型和一类触发情绪导向应对的前因构型。

关键词: 社交媒体, 感知过载, 后悔, 应对策略

Abstract: [Purpose/significance] With the rapid popularization and continuous penetration of social media applications, an increasing number of users are confronting the problem of overuse, which disrupts their study, work and life, causing their anxiety, regret and other negative emotions. Exploring the factors that cause users to regret and employ different coping strategies is conducive to helping social media service providers alleviate users' negative emotions and foster their loyalties, as well as shedding light on users for utilizing social media rationally.[Method/process] Taking WeChat as an example, this paper proposed an extended stressor-strain-outcome model considering the effects of users' perceived overloads and switching cost on their regret and coping strategies, and then explored the causes of their regret and coping strategies selection through employing structural equation modeling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) methods.[Result/conclusion] The results from SEM reveal that users' involvement in WeChat strengthens their perceptions of social overload, information overload, system function overload and switching cost, which in turn reinforces their regret. Furthermore, WeChat users who have stronger regret and higher switching costs are more willing to choose emotion-focused coping strategies rather than problem-focused coping ones. In addition, the findings show that self-emotion regulation fully moderates the effects of regret on coping strategies. The fsQCA results demonstrate two sufficient configurations that lead to user's regret, four ones that trigger problem-focused coping, and one that causes emotion-focused coping.

Key words: social media, perceived overloads, regret, coping strategies

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