The Impact Of AI Service Robots Perception Of Experience On Customer Privacy Concerns

While AI service robots facilitate customer service,there is an undeniable issue of customer privacy concerns.Existing research has explored the direct and indirect effects of AI personification,AI technical characteristics,and perceived warmth on customer privacy concerns,and has drawn different research perspectives.There is still room for research on the direct and indirect effects of AI service robots perception of experience on customer privacy concerns.AI service robots perception of experience are important functions to meet customer service needs,and have become a hot topic of concern for scholars.Therefore,this article takes the issue of customer privacy concerns brought about by the experience mind perception of AI service robots as a starting point,and combines mind perception theory,social response theory,privacy calculus theory,and self-expansion theory to explore the direct and indirect impact of AI service robots perception of experience on customer privacy concerns,applying ideal selfcongruence to the field of AI service robots,Further reveals the boundary conditions for the impact of AI service robots perception of experience on customer privacy concerns.Combining social response theory,privacy calculus theory,and self-expansion theory,this paper explores the negative and direct impact of AI service robots perception of experience on customer privacy concerns,the independent and sequentially mediated effects of hedonic value and trust,and the moderating role of ideal self-congruence in the interaction between AI service robots perception of experience and privacy concerns,and between AI service robots perception of experience and hedonic value.A longitudinal follow-up survey method was used to obtain263 survey data,and structural equation model,Bootstrap method and analysis method of latent variable interaction effect were used to conduct hypothesis testing.This paper draws the following conclusions:(1)AI service robots perception of experience negatively affects customer privacy concerns;(2)Hedonic value plays a negative mediating role between AI service robots perception of experience and customer privacy concerns;(3)The mediating effect of trust between AI service robot perception and customer privacy concerns is not significant;(4)Hedonic value and trust play a sequentially mediated role between AI service robots perception of experience and customer privacy concerns;(5)Ideal self-congruence positively moderating the relationship between AI service robots perception of experience and customer privacy concerns,and between AI service robots perception of experience and hedonic value.The research conclusions of this article complement the relevant research on AI service robots perception of experience and customer privacy concerns,providing theoretical guidance for enterprise managers and AI service robot designers.