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随着人工智能技术的发展,聊天机器人在客户服务领域的应用日益广泛,然而,它们往往难以传递关怀意图,导致用户难以感知有效的情感支持。研究聚焦于“可爱”这一拟人化外观特征,探讨其对用户感知共情的影响路径。构建了一个有调节的中介模型,旨在检验社会距离在可爱外观与感知共情间的中介作用,并考察用户情绪状态的调节效应。研究结果表明:聊天机器人的可爱外观显著缩短社会距离,进而有效提升用户的感知共情;且用户情绪状态具有显著的调节作用,在负面情绪下,可爱外观对缩短社会距离、提升感知共情的积极效应更为显著;而在正面情绪下,该效应有所削弱。研究揭示了可爱外观影响感知共情的心理路径,扩展了心理距离理论与情感注入模型在人机交互领域的应用边界,为设计更具情感智能的聊天机器人提供了具象化的实践指引。
Abstract:Focusing on the " cute" anthropomorphic appearance characteristics of chatbots,this paper explored the influence path of chatbots on users' perceived empathy. A mediation model was constructed to test the mediating effect of social distance between cute appearance and perceived empathy,and to investigate the moderating effect of user's emotional state. The research results show that the cute appearance of chatbots can significantly reduce social distance,thereby effectively enhance users' perception of empathy. And the user's emotional state plays a significant role in regulation. Under negative emotions,the cute appearance has a more pronounced positive effect on shortening social distance and enhancing perceived empathy. However,under positive emotions,this effect is somewhat weakened.
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基本信息:
中图分类号:G206;TP242
引用信息:
[1]杨阳,周晓宏,丁一.聊天机器人可爱外观对感知共情的影响研究[J].西安石油大学学报(社会科学版)().
基金信息:
国家社会科学基金项目(24BGL148); 教育部人文社科青年基金项目(23YJC630032); 安徽省自然科学基金项目(2308085MG228)
2026-05-08
2026-05-08
2026-05-08