Research On The Influence Of AI Service Robot Empathy On Consumer Well-Bing

The continuous development of artificial intelligence technology is changing the market landscape rapidly,and AI service robots are used in different service fields widely.Consumers are forming close relationships with them,but their attitudes toward the perception of AI service robots are divided.Most previous studies have used the “S-O-R” model or the technology acceptance model as the theoretical basis to view the characteristic factors of AI service robots from the perspective of technology stimulation.Therefore,this study focuses on the relationship between AI service robots and consumers,explores the formation of consumer well-being as a useful supplement to previous studies.Combining mind perception theory and social exchange theory,this study constructs a research model of AI service robot empathy-consumer psychological factors-consumer well-being from the empathy ability of AI service robots,analyzes the role played by consumer privacy concerns,and tries to provide new research ideas and practical guidance for the formation of consumer well-being in the context of AI services.It is an attempt to provide new research ideas and practical guidance for the formation of consumer well-being in the context of AI services.Based on the mind perception theory and social exchange theory,after sorting through the existing literature on AI and consumer feelings and behaviors,this study takes exploring the mechanism of the role of AI service robot empathy and consumer well-being,introduces self-congruence and warmth perception as mediating variables and privacy concern as moderating variables,builds a moderated chain mediation model,and proposes research hypotheses for empirical testing.The results are as follows:(1)AI service robot empathy has a significant positive effect on the formation of consumer well-being;(2)self-congruence and warmth perception play a chain mediating role between AI service robot empathy and consumer well-being;(3)privacy concerns negatively moderate the mediating role of self-congruence and warmth perception.The higher the level of privacy concern,the weaker the mediating role of self-congruence and warmth perception,and the weaker the chain mediating role of self-congruence and warmth perception.This study theoretically enriches and extends the research related to AI service robot empathy,self-congruence,warmth perception and consumer well-being;practically provides an analytical framework for how AI service robot-related companies can promote positive consumer attitudes toward AI service robots from empathy characteristics.