Users’ negative emotions as psychological barriers to the adoption of driverless transport services: a comprehensive framework

User emotions play a significant role in promoting and managing advanced transportation services. They can influence travelers’ psychological health, safety, and willingness to adopt innovative technologies like driverless vehicles. Despite their importance, research on this factor remains limited. This empirical study in China (n = 605), a leading autonomous vehicle market, aims to address this gap. It proposes a comprehensive framework based on cognitive appraisal theory to examine the relationships between cognitive appraisals, their antecedents, users’ negative emotions, and relevant behavioral intentions. This framework is then tested and validated using structural equation modeling of the survey data collected in China. The results indicate that users’ negative emotions are multi-dimensional concepts influenced by various factors. Among these, fear, anger, and dislike play the most significant roles in the rejection of driverless vehicles. This framework can serve as a foundation for future studies. The findings provide valuable insights for policymakers and practitioners working on user management strategies to address psychological barriers to adopting automated transport services. By addressing negative emotions through thoughtful design, transparent communication, and supportive features, the success of driverless transport services can be significantly enhanced.