信任
服务(商务)
机器人
服务机器人
心理学
营销
业务
知识管理
计算机科学
人工智能
机器学习
作者
Sung-Jun Park,ChunTing D. Tung,Hee-Jung Lee
摘要
Abstract Would consumers experience the same psychological processes when adopting AI service robots in different service areas? Results of multigroup structural equation modeling ( n = 517) indicate that consumers' psychological processes are not the same in different service areas. Specifically, how consumers perceive AI service robots' usefulness is shown to be a significant underlying mechanism affecting consumers' attitudes toward adopting AI service robots in a service setting with a credence attribute (e.g., a hospital), but is not significant for a service setting with an experience attribute (e.g., a café). Furthermore, regardless of the different service settings, both privacy concerns and trust toward AI technology are shown to be significant antecedents, consistent with previous literature. Our results provide empirical insights at the intersection of psychology, marketing, and AI technology on how consumers adapt to using service robots across different service areas.
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