Consumers Acceptance of Artificially Intelligent (AI) Device Use in Service Delivery

Dogan Gursoy, Oscar Hengxuan Chi, Lu Lu, Robin Nunkoo*

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Resumé

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.
OriginalsprogEngelsk
TidsskriftInternational Journal of Information Management
Vol/bind49
Sider (fra-til)157-169
Antal sider13
ISSN0268-4012
DOI
StatusUdgivet - dec. 2019
Udgivet eksterntJa

Bibliografisk note

Published online 9 April 2019.

Emneord

  • Artificial intelligence
  • AI devices
  • Technology
  • Intention
  • Adoption
  • Services

Citer dette

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abstract = "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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Consumers Acceptance of Artificially Intelligent (AI) Device Use in Service Delivery. / Gursoy, Dogan; Chi, Oscar Hengxuan; Lu, Lu; Nunkoo, Robin.

I: International Journal of Information Management, Bind 49, 12.2019, s. 157-169.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

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