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研究生： 陳華均
Chen, Hua-jiun
論文名稱： 對話中的媒體“不”等式再探－互動同伴身分與使用者性別對人機互動中持續惱人行為的反應之影響
Reinvestigation of Media Inequality in Conversation - the Effects of Beliefs about Partner and User's Gender on Responses to Persistent Annoyance in HCI
指導教授： 許有真
口試委員:
學位類別： 碩士
Master
系所名稱： 電機資訊學院 - 資訊系統與應用研究所
Institute of Information Systems and Applications
論文出版年： 2009
畢業學年度： 97
語文別： 中文
論文頁數： 135
中文關鍵詞： 電腦即社會成員 、媒體不等式 、持續性惱人行為 、對互動同伴的信念 、性別差異
外文關鍵詞： Computers Are Social Actors, media inequality, persistent annoyance, belief about partner, gender differences
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    • 在人們與社會媒體的互動中，一些社會性暗示的存在促使人們產生下意識的(mindless)反應，因而不自覺地套用待人的行為和態度到電腦等媒體上。此現象稱為媒體等式(media equation)。相對於下意識的反應，對話的規劃行為(conversational planning)則常常是有意識的(mindful)反應。雖然大多數研究發現人機互動行為和人人互動行為相似，然而Shechtman 和 Horowitz (2003)的研究卻發現兩種互動在對話行為上有顯著差異。因此，本研究希望藉由探討其他對話情境，檢視對話行為是否一定會造成人機互動與人人互動之間的顯著差異。亦即，是否在對話的情境中，人們就不會下意識地用待人的方式對待電腦。
    過去社會心理學研究發現，言語行為是人們在對付持續惱人行為時的優先反應策略。本研究以Mikolic, Parker 和 Pruitt (1997)為對付持續惱人行為(persistent annoyance)的言語反應所建立的古特曼量表(Guttman scale)為基礎，在互動同伴出現持續惱人行為的情境中，觀察人們的言語行為反應在人機互動與人人互動之間的差異情況。透過了解人們應對人機互動中的惱人行為的方式與人人互動中方式的差異，找出避免或降低其負面效應的方法。
    本研究為一個2*2的實驗設計。兩個自變項為“對互動同伴的信念(人vs.電腦)”與“抱怨者(即受測者)的性別”。應變項包含二大項。一為受測者的對話資料，另一個則是受測者的情緒感受與對互動同伴的感知。研究利用共謀者扮演受測者在網路著色遊戲中的對手，並藉由霸佔受測者所需的顏色製造惱人行為。
    對話資料的結果顯示，當受測者認為互動同伴是人時，有顯著較多目的在取得被佔用的顏色的對話。並且傾向先懷疑是其他原因而非對方行為造成自己所遭遇的情況。而性別並無造成任何對話相關應變項的顯著差異。自評情緒與對互動同伴的感知的結果顯示，喚起程度、生氣狀態都是人人組的分數較人機組的高。而互動同伴的聰明分數則是人機組顯著較人人組高。另外，在喚起程度和生氣狀態都是女性較男性高。除了應變項的結果之外，研究尚且發現原被告知互動同伴為人的受測者有容易質疑對方其實是像人的電腦的情形。
    本研究的結果再次證實在對話行為上，人人互動與人機互動之間確實有不相似之處(媒體不等式)。研究發現人人組較不會直接懷疑對方刻意有惱人行為、內心顯著較不平靜(喚起程度高)、較生氣、容易質疑對方其實只是像人的電腦等，都符合一般認為人類應該較電腦友善、感性的想法。作者建議，在容易引發類似衝突或可能產生氣、尷尬等負面情緒的互動情境中，可考慮讓使用者認為互動同伴為電腦。相反的，當需要和電腦有較多社會性互動時，則可以讓使用者認為是在與人互動。然而，由於人人互動時也較可能因想和對方建立關係而花費較少時間與注意力在主要事項上，因此需要專心學習或工作時，互動同伴較適宜採用電腦的身分。

    中文摘要---------------------------------------------------i 英文摘要-------------------------------------------------iii 誌謝-------------------------------------------------------v 目次-----------------------------------------------------vii 表目次-----------------------------------------------------x 圖目次----------------------------------------------------xi 第一章 緒論---------------------------------------------1 第一節 研究背景-----------------------------------------1 第二節 研究重要性---------------------------------------4 1.2.1 就情緒研究的角度而言---------------------------------4 1.2.2 就CASA研究的角度而言---------------------------------5 第三節 名詞解釋-----------------------------------------9 1.3.1 媒體等式與電腦為社會角色典範-------------------------9 1.3.2 CASA(/媒體等式)的成因－下意識行為vs. 有意識行為/狀態-9 1.3.3 持續的惱人行為--------------------------------------10 1.3.4 對互動同伴的信念(belief about partner)--------------10 1.3.5 性別差異--------------------------------------------11 第四節 研究目的與問題----------------------------------12 第二章 文獻回顧----------------------------------------14 第一節 人際互動中的衝突與惱人行為----------------------14 2.2.1 定義------------------------------------------------14 2.2.2人際互動中與惱人行為相關的反應-----------------------15 第二節 CASA與負面情緒研究------------------------------20 2.2.1 CASA中的情緒研究------------------------------------20 2.2.2 CASA /媒體等式與負面情緒研究------------------------21 2.2.3 電腦中介溝通中的惱人行為研究------------------------22 第三節 CASA的成因vs.有意識行為和對話-------------------24 2.3.1 有關CASA成因的主要看法------------------------------24 2.3.2 引發CASA的要素和有意識狀態/行為(mindfulness)--------26 2.3.3 對話行為相關研究------------------------------------27 第四節 CASA和對互動同伴的信念--------------------------29 2.4.1. 納入真實人類控制組的研究---------------------------29 2.4.2. 使用身分標籤的研究---------------------------------31 2.4.3. 其他比較不同身份效果的研究-------------------------33 2.4.4. 各研究結果之整合討論與比較-------------------------34 2.4.5. 總結討論-------------------------------------------36 第五節 性別差異與衝突、惱人行為------------------------38 2.5.1 性別差異概述----------------------------------------38 2.5.2 人人互動中與衝突、惱人行為相關的性別差異------------40 第六節 本章摘要----------------------------------------45 第三章 研究方法----------------------------------------48 第一節 研究設計----------------------------------------48 3.1.1 自變項----------------------------------------------48 3.1.2 應變項----------------------------------------------49 3.1.3 研究問題與假設--------------------------------------50 第二節 實驗設計----------------------------------------52 3.2.1 實驗任務--------------------------------------------52 3.2.2 實驗系統--------------------------------------------54 第三節 實驗工具----------------------------------------60 3.3.1 過濾用問卷－生活經驗與特質調查問卷------------------60 3.3.2 後測問卷--------------------------------------------61 第四節 實驗方法----------------------------------------65 3.4.1 前測------------------------------------------------65 3.4.2 研究對象--------------------------------------------66 3.4.3 實驗流程--------------------------------------------67 第五節 資料分析----------------------------------------69 3.5.1 實驗操弄之檢視--------------------------------------69 3.5.2 主要資料分析----------------------------------------70 第四章 研究結果----------------------------------------73 第一節 對話行為----------------------------------------73 4.1.1 活動程度--------------------------------------------73 4.1.2 各個策略的得分--------------------------------------74 4.1.3 各策略的使用情形------------------------------------75 4.1.4 策略提昇程度----------------------------------------77 第二節 情緒和對互動同伴的感知--------------------------78 4.2.1 SAM量表---------------------------------------------78 4.2.2 生氣狀態量表----------------------------------------80 4.2.3 挫折感----------------------------------------------83 4.2.4 焦慮感----------------------------------------------84 4.2.4 對互動同伴的感知------------------------------------84 第三節 實驗操弄之檢視----------------------------------87 4.1.1 “對互動同伴的信念”--------------------------------87 4.1.2 對實驗設計的懷疑------------------------------------89 第四節 生氣表達量表------------------------------------90 4.4.1 AX生氣表達------------------------------------------90 4.4.2 AX_O外向生氣表達------------------------------------90 4.4.3 AX_I內向生氣表達------------------------------------90 4.4.4 AC_O外向生氣控制------------------------------------91 4.4.5 AC_I內向生氣控制------------------------------------91 第五章 討論、結論與建議--------------------------------92 第一節 討論--------------------------------------------92 5.1.1 人人互動與人機互動之差異──“對互動同伴的信念”的效用--------------------------------------------------------93 5.1.2 性別差異──使用者性別的效用-----------------------103 5.1.3 其他-----------------------------------------------108 第二節 結論-------------------------------------------109 5.2.1 持續惱人行為 vs. 媒體“不”等式--------------------111 5.2.2 人機互動中的持續惱人行為 vs. 性別差異--------------114 5.2.3 人人互動與人機互動的性別差異比較-------------------115 第三節 研究限制---------------------------------------116 第四節 建議與未來研究方向-----------------------------119 5.4.1系統設計上的建議------------------------------------119 5.4.2 未來研究方向---------------------------------------121 參考文獻-------------------------------------------------123 中文部份-------------------------------------------------123 英文部分-------------------------------------------------124 附錄-----------------------------------------------------130 附錄A：後測問卷說明--------------------------------------130 附錄B：問卷一－自我評估人偶量表(SAM量表)-----------------131 附錄C：問卷三－其他情緒感受與對互動同伴的感知問卷--------132 附錄D：問卷四－懷疑情況檢視問卷--------------------------133 附錄E：問卷五－行為原因調查問卷--------------------------135

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