Research on Consumer Satisfaction with AI Services vs.Human Service Experiences——Design of experiments based on different service scenarios
With the rapid development of artificial intelligence,the service industry is facing an important issue:is there whether human or artificial intelligence(AI)services are more satisfying to consumers?In order to explore this issue,this paper,based on the task-technology matching theory,incorporates the service mode and service scenario,perceived service quality,customer satisfaction,and customer social anxiety traits into a unified theoretical model,and examines the mechanism by which the interactions of these variables affect customer satisfaction.The experimental results show that in the cognitive-analytical service scenarios,customer satisfaction with AI service is higher than human service;In the emotional-social service scenarios,customer satisfaction with human service is higher than AI service;Perceived service quality plays a mediating role;And cus-tomer social anxiety plays a moderating role.Based on this,we should choose the matching service mode according to the characteristics of the service scene,continuously improve the service quality around the customers'needs,and provide suitable service mode for customers with different qualities.
human servicesartificial intelligence servicesservice scenarioperceived service qualitysocial anxietycus-tomer satisfaction
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