Enhancing Customer Engagement Through Artificial Intelligence Authenticity
研究了人工智能真实性的影响因素及其对客户参与度的作用机制，发现绩效期望和努力期望是中介变量，对管理者有实践指导意义。
ABSTRACT Given the limited research on the factors and mechanisms underlying artificial intelligence (AI) authenticity, we examine its use in fostering breakthrough knowledge and enhancing customer engagement. We devised a robust model grounded in mind perception and social exchange theories, with a focus on the outcomes of AI authenticity. Tested across 452 virtual health home stations, the findings reveal that both performance expectation and effort expectation serve as mediators between AI authenticity and customer engagement. This research provides managers with comprehensive insights into the defining attributes and operational mechanics of AI authenticity, thereby highlighting its critical importance in boosting customer engagement.