What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry

作者：

Highlights：

• Psychological anthropomorphic AI devices, which show empathy have a higher degree of consumers' acceptance.

• Empathy mediates the relation between psychological anthropomorphic characteristics of AI and the consumers' acceptance.

• Empathy mediates the relation between anthropomorphic characteristics of AI and their interaction quality with consumers.

• Anthropomorphic AI devices which show empathy have a better interaction quality with consumers.

• Interaction quality mediates the relation between AI's psychological anthropomorphic characteristics and their acceptance.

摘要

•Psychological anthropomorphic AI devices, which show empathy have a higher degree of consumers' acceptance.•Empathy mediates the relation between psychological anthropomorphic characteristics of AI and the consumers' acceptance.•Empathy mediates the relation between anthropomorphic characteristics of AI and their interaction quality with consumers.•Anthropomorphic AI devices which show empathy have a better interaction quality with consumers.•Interaction quality mediates the relation between AI's psychological anthropomorphic characteristics and their acceptance.

论文关键词：Artificial intelligence,Consumer behaviour,AI device,Anthropomorphism,Human-AI interaction,Computers as social actors,Human-computer interaction,Robots

论文评审过程：Received 5 February 2021, Revised 21 April 2021, Accepted 3 May 2021, Available online 6 May 2021, Version of Record 25 May 2021.

论文官网地址：https://doi.org/10.1016/j.chb.2021.106855