The Formation And Impact Of Social Perception Of Smart Service:From The Service Success-Failure-Recovery Perspectives

The vigorous development of emerging intelligent technologies such as artificial intelligence has promoted the transformation of service models from traditional services to smart services,that is,services are delivered through smart objects with smart interaction capabilities.It is considered to be an important driving force for the transformation and upgrading of China’s digital economy.However,in recent years,the research on smart services has mainly focused on the question of whether smart objects are human-like,and there is a lack of in-depth,systematic,and comprehensive understanding of the "humanlike" social perception of what smart objects look like and its impact on smart services.According to the development background of domestic smart services and the existing practical problems,this dissertation studies the formation of social perception of smart services and their influencing mechanism,which is crucial for how smart service providers design smart objects as social agents in the customer’s social world in the Intelligent Internet of Things(IIo T)context.Firstly,based on the Word2 vec model,this dissertation finds four different states of mind perception of contemporary smart objects from a large number of user review texts.According to the Task Primitive Framework(STA),machine autonomy is conceptualized as sensing,thinking,and action autonomy,and the measurement model is developed.The research model of the formation of mind perception based on machine autonomy is established to verify that machine autonomy drives mind perception to act on the continuous use of smart services.It is also found that the influence of competence perception on the continuous use of smart services is greater than that of warmth perception.The research conclusions reveal the theoretical connotation of machine autonomy in the context of smart services and provide an effective way to promote the success of smart services based on the mind perception perspective.Secondly,based on Text CNN and the econometric model,this dissertation finds an inverted U-shaped relationship between functional adaptivity and the infusion of smart services.The model of the parasocial relationship based on functional adaptivity is established,and the influencing mechanism of the parasocial relationship between functional adaptivity and the infusion of smart services is revealed.It is found that the influence of parasocial relationships dominated by warmth perception on the infusion of smart services is greater than that of parasocial relationships dominated by competence perception through polynomial modeling and response surface analysis.The research conclusions fill the existing knowledge of the formation mechanism of the infusion of smart services and provide effective strategies for practitioners to promote the infusion of smart services based on the design of functional adaptivity and the management of the humanmachine relationship.Then,this dissertation conceptualizes six higher-order smart service failure types through quantitative and qualitative analysis,develops the measurement model,discovers that they form the configuration of the uncertainty perception of ability and intention based on fs QCA,and establishes the model of social perception uncertainty based on smart service failure,and finds the underlying mechanism of the damage to social perception between smart service failure and discontinuous use intention.The impact of uncertainty perception of intention on discontinuous use intention is greater than that of uncertainty perception of ability.The research conclusion reveals different smart service failure types and differences in their subsequent impacts,which helps guide practitioners to formulate corresponding strategies according to different types of smart service failure.Finally,the differences between different language styles in smart service recovery on the intention to forgive are compared by three scene experiments,and it is found that the whimsical language style has a greater impact on the intention to forgive than that of the kindchenschema language style,but both of them have a greater impact on the intention to forgive than that of the literal language style.The model of social perception recovery based on language feedback style is established,and it is found that the differences are mainly driven by repairing different social perceptions.The moderating effect of the humanmachine relationship paradigm between language feedback style and social perception is tested.It is found that the relationship paradigm can drive the influence of the cuteness and literal language styles in repairing the social perception of smart services.The conclusions fill the research literature on smart service recovery based on verbal cues and help to guide practitioners to flexibly apply language feedback style to design smart service recovery strategies.