摘要
在智能化技术运用日渐广泛以及孤独经济的影响下,基于现代智能信息技术的无接触服务在社会各方面发挥重要作用,因此需要在回顾无接触服务相关研究的基础上提出未来技术发展方向。无接触服务是一种非面对面提供信息或商品的服务方式,其与自助服务在技术层面和应用环境层面上有一定差异,是自助服务的高级阶段。采用文献回顾的方法对2016—2022年与无接触服务相关的206篇中英文文献进行系统梳理,通过可视化和词频分析发现,中国学者在新冠疫情前对无接触服务的关注相对比较少。相关研究中,消费者层面主要关注无接触服务的用户行为,但存在用户隐私泄露以及道德伦理上的问题;企业层面更关注无接触技术的采纳,但因无接触服务不稳定或学习成本高等原因,用户拒绝使用无接触服务可能对企业绩效产生一些负面影响;政府层面则更关注整个行业的转型与数字化,但需要出台和完善相关措施解决分配不公、隐私泄露、法律缺失等问题。未来相关研究应进一步完善无接触服务的理论基础;考虑无接触服务对消费者行为的影响,尤其是负面影响;聚焦于无接触服务对企业绩效变化、政府职能等方面的影响,同时要关注未使用过无接触服务技术或新形成的消费群体,以及如“人-机”协同等新型劳动形式的有关法律保障等问题。与此同时,未来的实证研究需要高度重视数据来源问题,以及考虑使用纵向研究方法和融入如多群体分析、概率抽样与非概率抽样对比等各种分析方法。为推动无接触服务的广泛运用,消费者应积极学习相关使用方式并给出改进意见;企业则要考虑不同顾客群体的需求、提供更加定制化的服务;政府要大力宣传无接触服务的必要性,并为中小企业提供低成本的人工智能算力、算法和数据资源。
The extensive use of intelligent technology and the rise of solo economy have led to the emergence of contactless services as a key player in numerous industries.In order to propose a direction for future technological development,it is essential to conduct a comprehensive literature review of relevant research on contactless services.Contactless service is a type of non-face-to-face provision of information or goods that differs from self-service in terms of technology and application environment.Contactless service represents the advanced stage of self-service.A literature review is used to systematically sort out 206 Chinese and English literatures related to contactless services from 2016 to 2022,and through visualization and word frequency analysis,it is found that Chinese scholars paid relatively little attention to contactless services before the COVID-19 Pandemic.In related studies,the consumer level is mainly concerned with the user behavior of contactless services,but there are user privacy leakage and moral and ethical issues;the enterprise level is more concerned with the adoption of contactless technology,but the refusal to use contactless services of the consumer due to the instability of contactless services or the high cost of learning may have some negative impacts on the performance of the enterprise;and the government level is more concerned with the transformation and digitization of the industry as a whole,but there is a need to introduce and improve relevant measures to solve the problems of unfair distribution,privacy leakage,and lack of laws.Future research should further improve the theoretical foundation of contactless services;consider the impact of contactless services on consumer behavior,especially the negative impact;focus on the impact of contactless services on changes in business performance,government functions,etc.,and pay attention to new consumer groups that have not used contactless service technology or newly formed,and new forms of labor,such as human-machine collaboration
作者
胡雨晴
陈远高
周莎莎
杨水清
李一啸
Hu Yuqing;Chen Yuangao;Zhou Shasha;Yang Shuiqing;Li Yixiao(School of Management,Zhejiang University of Finance and Economics,Hangzhou 310018,China)
出处
《科技管理研究》
CSSCI
2024年第8期92-99,共8页
Science and Technology Management Research
基金
国家社会科学基金项目“免接触服务的用户行为、服务模式与政策支持研究”(21BGL245)。
关键词
无接触服务
人工智能
智能服务
文献综述
研究展望
文献计量
contactless service
artificial intelligence
intelligent service
literature review
research prospect
bibliometrics
