The adoption of AI service robots: A comparison between credence and experience service settings
研究对比了消费者在信任品（如医院）和体验品（如咖啡馆）服务场景中采纳AI服务机器人的心理过程差异，发现感知有用性仅在信任品场景中显著影响态度，而隐私担忧和信任在所有场景中都是重要前因。
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.