刘春年 张凌宇

〔摘 要〕信息管理专家努力对各类网站的功能及服务进行多维评估，但是研究视角多囿于传统服务领域的网站评估模型和工具的优化比较以及服务质量与用户满意度之间的考量。本论文融入用户风险感知变量，以用户服务质量为理论依据，探究应急网站信息服务质量跨层次效应。综合现有研究成果，对融入风险感知的用户购买意向及应急网站信息服务质量提出新的解释。鉴于风险感知因素的引入和应急网站的链接，探究网站信息服务质量对融合风险感知的用户购买意向的改变，提出提高应急网站信息服务交互效应水平的新见解。

〔关键词〕风险感知；应急网站；信息服务质量；跨层次交互；购买意向

〔中图分类号〕G250.7 〔文献标识码〕A 〔文章编号〕1008-0821（2016）06-0027-08

〔Abstract〕Expert information management efforts of all kinds of website functions and services of the multidimensional assessment，but the research perspectives were confined to the optimization of website models and tools to evaluate the comparison，and service quality and user satisfaction between the consideration were confined to the traditional service industries.The user perceived risk as the core，based on the theoretical basis of quality of service users，to explore the emergency information service website quality cross level effect.Based on the existing research results，on the perceived risk of users based on purchase intention and emergency of website information service quality proposed a new explanation.In view of the perceived risk factors and the introduction of the emergency site connection，website information service quality based on the perceived risk of purchase intention change were put forward to improve emergency website information service quality level of new ideas and insights.

〔Key words〕risk perception；emergency website；information service quality；cross level interaction；purchase intention

互联网以其开放性、及时性、广泛性、多样性和互动性成为广大网民获取信息的首选渠道。应急网站所提供的信息服务质量，将直接影响到广大民众对于应急知识的积累、应急信息的获取、对应急事件的应变能力等。1982年，格罗鲁斯首次提出“顾客服务质量”的概念，认为感知服务质量是顾客将服务期望同其真实感知的服务水平进行的对比，包括技术质量和过程质量。应急信息服务质量是在应急管理过程中，顾客认知到的相关服务质量与其预判的对比差。目前，关于购买意向和用户满意度的研究，主要集中在产品的服务方面[1-4]。与此同时，网站质量评价模型和评估工具也已经实现，并被广泛应用于各个领域。……