When disclosing the artificial intelligence (AI) technology integration into service delivery backfires: Roles of fear of AI, identity threat and existential threat
IF 9.9 1区 管理学Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
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引用次数: 0
Abstract
Grounded in technological singularity theory, this research assesses how disclosing AI integration in hospitality services impact customers’ attitudes and behavioral intentions in three studies. Specifically, study 1 lays the foundation by showing that disclosing the AI presence reduces customers’ cognitive and affective trust, perceived quality, and usage intention in hedonic services but not in utilitarian ones. Study 2 further reveals that disclosing AI integration in hedonic contexts significantly heightens the adverse effects of fear of AI on customers’ responses. Study 3 identifies that existential and identity threats of AI are the primary drivers of customers’ fear of AI, with existential threats being more impactful. The findings indicate that disclosing AI integration hinders customers’ acceptance of such technologies in hospitality services. This research identifies the key indicators of such effects and provides implications for strategizing the disclosure of AI in hospitality services to alleviate customers’ negative reactions.
期刊介绍:
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.