[目的/意义]对失验现象的探究具有信息科学与行为科学研究的双重意义。基于信息耦合的视角，揭示失验现象形成的内在机理，有助于对信息与消费者认知之间协调关系的构建。[方法/过程]将网购过程细化为完整的时序流程，在解析信息耦合过程的基础上，将期望作为线上与线下链接的关键中介变量，阐释信息、心理、用户行为之间的关系。[结果/结论]建立网络购物的时序流程图，揭示信息耦合对失验的影响，从信息、心理、行为3个层面建构消费者失验形成的理论模型，以期为未来的网络信息行为研究提供理论参考。
[Purpose/significance] The exploration of disconfirmation has dual significance of information science and behavioral science. Based on the perspective of information coupling, to reveal the inner mechanism of disconfirmation formation, will help to build a coordinated relationship between information and consumer perception. [Method/process] On the basis of analyzing the information coupling process, this paper elaborates the online purchase process into a complete sequential process, uses expectation as key mediation variables for the link of online and offline, and explains the relationship among information, psychology and behavior. [Result/conclusion] The paper creates sequence diagram of online shopping, reveals the influence of information coupling on the disconfirmation, and constructs the theoretical model of consumer disconfirmation, including three aspects: information, psychology and behavior. It will provide theoretical reference to future research of network information behavior.
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