期望理论
背景(考古学)
服务(商务)
心理学
社会影响力
服务交付框架
过程(计算)
概念模型
计算机科学
知识管理
社会心理学
业务
营销
数据库
生物
操作系统
古生物学
作者
Doğan Gürsoy,Oscar Hengxuan,Lu Lu,Robin Nunkoo
标识
DOI:10.1016/j.ijinfomgt.2019.03.008
摘要
This study develops and empirically tests a theoretical model of artificially intelligent (AI) device use acceptance (AIDUA) that aims to explain customers’ willingness to accept AI device use in service encounters. The proposed model incorporates three acceptance generation stages (primary appraisal, secondary appraisal, and outcome stage) and six antecedents (social influence, hedonic motivation, anthropomorphism, performance expectancy, effort expectancy, and emotion). Utilizing data collected from potential customers, the proposed AIDUA model is tested. Findings suggest that customers go through a three-step acceptance generation process in determining whether to accept the use of AI devices during their service interactions. Findings indicate that social influence and hedonic motivation are positively related to performance expectancy while anthropomorphism is positively related to effort expectancy. Both performance and effort expectancy are significant antecedents of customer emotions, which determines customers’ acceptance of AI device use in service encounters. This study provides a conceptual AI device acceptance framework that can be used by other researchers to better investigate AI related topics in the service context.
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