用户感知视角下人格匹配对社会支持聊天机器人亲密感的影响研究

陈静; 易方兴

doi:10.13266/j.issn.2095-5472.2025.004

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知识管理论坛 ›› 2025, Vol. 10 ›› Issue (1) : 46-63. DOI: 10.13266/j.issn.2095-5472.2025.004 CSTR: 32306.14.CN11-6036.2025.004

研究论文

用户感知视角下人格匹配对社会支持聊天机器人亲密感的影响研究

陈静 ,
易方兴

作者信息 +

Study on the Impact of Personality Matching on Intimacy of Social Support Chatbots from the Perspective of User Perception

Chen Jing ,
Yi Fangxing

Author information +

文章历史 +

摘要

[目的/意义] 探究社会支持情境下，用户与聊天机器人在能动与共生维度的感知人格匹配对亲密感的影响，为提升社会支持聊天机器人的服务质量与用户体验提供理论依据和实践指引。[方法/过程] 基于用户感知视角和社会交换理论，开展情景实验获取人格及用户体验数据，采用多项式回归与响应面分析方法探究用户能动人格与感知能力、共生人格与感知温暖的匹配对用户亲密感的影响机制。[结果/结论] 在不同维度的不同匹配类型下，用户人格与聊天机器人感知人格的不同组合方式对用户自我表露意愿的影响存在显著差异；用户对聊天机器人的感知能力与感知温暖是影响用户自我表露意愿的关键因素；用户自我表露意愿在人智感知人格匹配与亲密感的关系中发挥中介作用。研究揭示人格匹配对人智交互用户体验的影响实质，证实自我表露意愿在人机关系建立与发展中的重要作用，为社会支持聊天机器人的设计方案提供指导建议。

Abstract

[Purpose/Significance] Exploring the impact of perceived personality matching between users and chatbots in the dimensions of agency and communion on intimacy in the context of social support, providing theoretical basis and practical guidance for improving the service quality and user experience of social support chatbots. [Method/Process] Based on the user perception perspective and social exchange theory, scenario experiments were conducted to obtain personality and user experience data. Polynomial regression and response surface analysis methods were used to explore the impact mechanism of matching agency personality and perceived competence, communion personality and perceived warmth on user intimacy. [Result/Conclusion] There are significant differences in the impact of different combinations of user personality and chatbot perceived personality on users' self-disclosure willingness under different matching types in various dimensions; User’s perceived competence and warmth of chatbots are key factors affecting their self-disclosure; Users’ self-disclosure plays a mediating role in the relationship between perceived personality matching and intimacy. This study reveals the essence of the impact of personality matching on the user experience of human-AI interaction, confirms the important role of self-disclosure in the establishment and development of human-AI relationships, and provides guidance and suggestions for the design of social support chatbots.

导出引用

陈静 , 易方兴. 用户感知视角下人格匹配对社会支持聊天机器人亲密感的影响研究[J]. 知识管理论坛. 2025, 10(1): 46-63 https://doi.org/10.13266/j.issn.2095-5472.2025.004

Chen Jing , Yi Fangxing. Study on the Impact of Personality Matching on Intimacy of Social Support Chatbots from the Perspective of User Perception[J]. Knowledge Management Forum. 2025, 10(1): 46-63 https://doi.org/10.13266/j.issn.2095-5472.2025.004

中图分类号： G252.7

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