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.

中文翻译：

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AI服务机器人的采用：信任度和体验服务设置之间的比较

在不同服务区域采用AI服务机器人时，消费者会经历相同的心理过程吗？多组结构方程建模结果（n = 517）表明消费者在不同服务区域的心理过程并不相同。具体来说，消费者如何看待AI服务机器人的有用性是一种重要的潜在机制，会影响消费者在具有信誉属性的服务设置（例如医院）中采用AI服务机器人的态度，但对于服务设置而言并不重要具有体验属性（例如，咖啡馆）。此外，无论服务设置如何不同，隐私问题和对AI技术的信任都被证明是重要的前提，与先前的文献一致。我们的结果在心理学，市场营销和AI技术的交汇处提供了有关消费者如何适应跨不同服务领域使用服务机器人的经验性见解。