图书情报工作

图书情报工作 >

2021 , Vol. 65 >Issue 17: 33 - 44

DOI: https://doi.org/10.13266/j.issn.0252-3116.2021.17.004

理论研究

社交媒体隐私侵犯后的信任修复机制探究

  • 李伟娟 ,
  • 林升栋
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  • 1. 厦门大学新闻传播学院 厦门 361005;
    2. 中国人民大学新闻学院 北京 100872
李伟娟(ORCID:0000-0001-5179-8268),博士研究生。

收稿日期: 2021-03-01

  修回日期: 2021-06-13

  网络出版日期: 2021-09-01

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Research on Trust Repair Mechanism After Social Media Privacy Invasion

  • Li Weijuan ,
  • Lin Shengdong
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  • 1. School of Journalism and Communication, Xiamen University, Xiamen 361005;
    2. School of Journalism, Renmin University of China, Beijing 100872

Received date: 2021-03-01

  Revised date: 2021-06-13

  Online published: 2021-09-01

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摘要

[目的/意义] 信任是社交媒体和用户之间的桥梁，但频发的隐私侵犯事件常使社交媒体陷入信任危机。因此，在隐私侵犯后，如何重建用户信任至关重要。[方法/过程] 回顾信任修复相关研究，基于社交媒体隐私侵犯的具体情境构建信任修复的四元结构模型，通过调查问卷搜集有效问卷324份，并使用PLS-SEM和fsQCA进行探讨和验证。[结果/结论] 研究结果发现，社交媒体的行动修复策略和政府介入的净效应显著，社交媒体的言语修复策略和技术第三方的净效应不显著。但经fsQCA的组合分析发现，社交媒体言语修复和技术第三方可以与其他变量一起触发高强度信任修复，此外，分析结果中的8种高信任修复的前因变量组合可以为隐私侵犯后的信任修复策略提供参考。

关键词： 社交媒体; 隐私侵犯; 信任修复; 四元主体

本文引用格式

李伟娟 , 林升栋 . 社交媒体隐私侵犯后的信任修复机制探究[J]. 图书情报工作, 2021 , 65(17) : 33 -44 . DOI: 10.13266/j.issn.0252-3116.2021.17.004

Abstract

[Purpose/significance] Trust is a bridge between social media and users. However, frequent privacy violations often lead social media into a crisis of trust. Therefore, it is very important to rebuild user trust after privacy violations.[Method/process] This study reviewed the relevant research on trust restoration through literature review, and built a quaternary structure model of trust restoration based on the specific situation of privacy violation in Chinese social networks. 324 valid questionnaires were collected, and were discussed and verified by PLS-SEM and fSQCA.[Result/conclusion] The results show that the net effect of action repair strategy and government intervention on social media is significant, while the net effect of speech repair strategy and technology on the third party of social media is not significant. However, in the combined analysis of fsQCA, it is found that social media speech repair and technical third party can trigger high-intensity trust repair together with other variables. In addition, the combination of the antecedent variables of the 8 kinds of high-trust repair in the analysis results can provide a reference for trust repair strategies after privacy invasion.

Key words： social media; privacy violation; trust repair; four main body

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