社會互動超載： 探討影響行動即時通訊服務的社會與情感因素

行動即時通訊(Mobile Instant Messaging, MIM)是利用行動裝置透過網路即時傳送訊息的服務，長時間或頻繁的使用都可能對它造成依賴。LINE是目前台灣最受歡迎、最多人使用的MIM，因為它具有多元化的溝通方式與多元化的社群服務。本研究目的是探討造成LINE相關科技依賴的因素，以及這樣的依賴可能對使用者所造成的影響。本研究採用問卷調查方法，以實際使用LINE的成年人為受訪者，共收集663份有效問卷。本研究以結構方程模式(SEM)進行路徑分析，檢驗本研究所提出的8個假設。根據Stafford等人(2010)的科技依賴研究，本研究進一步結合歸屬感理論與壓力-應變-結果模式(SSO model)以探討科技依賴正向與負向後果，以及這些後果對滿意度與持續使用意圖的影響。本研究結果發現，使用者對LINE會產生人、樂趣、訊息與工作四方面的依賴。而歸屬感是科技依賴的一個正向的後果，對LINE的依賴，可以正向的增進使用者在朋友、同事及家人三方面的歸屬感。而歸屬感分別正向增進使用者對LINE的滿意度及持續使用意圖。此外，社會互動超載是科技依賴的一個負向的後果，來自社會訊息超載與社會需求超載兩方面的壓力。使用者的社會互動超載知覺導致使用者產生情緒疲憊，而情緒疲憊分別負向影響使用者的滿意度與持續使用意圖。綜合以上結果本研究認為，科技依賴可以增加使用者的社會歸屬感，導致正向的情感，也可以增加使用者的社會互動超載，導致負向的情感。使用者對MIM的評價同時受到這些社會與情感因素的影響。文末根據本研究結果進行理論及實務意涵的討論並對未來研究提出建議。

關鍵字

滿意度；壓力-應變-結果模式；情緒疲憊；持續使用意圖；科技依賴；社會互動超載；行動即時通訊服務；歸屬感

並列摘要

Mobile Instant Messaging (MIM) is a service that uses mobile devices to send instant messages through a communication network, prolonged or frequent use of it may cause dependence. Currently, LINE is the most popular and widely used MIM in Taiwan, because it offers diversified communication methods and a wide range of community services. This study aims to investigate the factors that caused techno-dependence, and the impact that such dependence may have on users. This study adopted the questionnaire approach to collect responses from actual LINE users. The study collected 663 valid questionnaires. Structural equation modeling (SEM) was used for path analysis, and the eight hypotheses proposed in this study were examined. Furthermore, based on Stafford et al.’s (2010) techno-dependence research, this study combined the belongingness theory and the stress-strain-outcome (SSO) model to explore the positive and negative consequences of techno-dependence, and their effects on satisfaction and continuous usage intentions. Results showed that users developed techno-dependence in LINE situations involving people, fun, information, and work. In terms of the consequences for techno-dependence, this study found that belongingness was a positive consequence of techno-dependence. Dependence on LINE enhanced users’ feelings of belongingness with friends, colleagues, and family. Belongingness enhanced users’ satisfaction and continuous usage intentions. This study found that social interaction overload, which resulted from social message overload and social demand overload, was a negative consequence of techno-dependence. Users’ perception of social interaction overload induced users to generate emotional exhaustion, which negatively affected users’ satisfaction and continuous usage intentions. In summary, this study suggests that techno-dependence can increase the user’s social belongingness and result in positive emotions. It can also increase the user’s social interaction overload and result in negative emotions. Users’ evaluations of MIM were simultaneously affected by these social and emotional factors. Implications for theory and practice, and suggestions for future research, were also discussed

並列關鍵字

Social interaction overload ； Satisfaction ； Mobile instant messaging service ； Emotional exhaustion ； Continuous usage intention ； Stress-strain-outcome model ； Belongingness ； Techno-dependence

參考文獻

Church, K., & de Oliveira, R. (2013). What’s up with whatsapp?: comparing mobile instant messaging behaviors with traditional SMS. Proceedings of the 15th international conference on Human-computer interaction with mobile devices and services. ACM, 352-361.

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Sahami Shirazi, A., Henze, N., Pielot, M., Weber, D., and Schmidt, A. (2014). Large-scale assessment of mobile notifications. Proceedings of the 32nd annual ACM conference on Human factors in computing systems, 3055-3064.

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Alam, M., & Wagner, C. (2013). Motivating Acceptance of Information and Communication Technologies in Rural Agribusiness: It’s Not the Money! Proceedings of SIG GlobDev Sixth Annual Workshop.

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社會互動超載：探討影響行動即時通訊服務的社會與情感因素

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