This research adopts the artificial intelligence (AI) device usage acceptance (AIDUA) model and draws on cognitive appraisal theory. It articulates a mediated relationship leading from social influence, hedonic motivation, and anthropomorphism to acceptance of or objection to AI device usage through the mediation of performance expectancy, effort expectancy, and customer emotion in the context of smart hotels. The study further draws on two-factor theory of emotion to identify the moderation of employee presence. Based on a survey design, our research adds to the literature by underscoring why human staff is still critical even in the smart service encounter, especially when customers are looking for superior performance with low effort when using AI devices. However, the presence of employees may be a hindrance in the low performance and high effort expectancies conditions. This research pinpoints a more precise mechanism of the role of employees and technology in delivering intended emotional valence.

本研究采用人工智能 (AI) 设备使用接受 (AIDUA) 模型并借鉴认知评价理论。它阐明了一种中介关系，从社会影响、享乐动机和拟人化到接受或反对人工智能设备的使用，通过在智能酒店的背景下对绩效预期、努力预期和客户情绪进行中介。该研究进一步利用情绪的双因素理论来确定员工存在的适度。基于一项调查设计，我们的研究通过强调为什么即使在智能服务体验中人类员工仍然至关重要，尤其是当客户在使用 AI 设备时寻求更省力的卓越性能时，对文献进行了补充。然而，员工的存在可能是低绩效和高努力预期条件的障碍。这项研究指出了员工和技术在传递预期情感效价方面的作用的更精确机制。