Speciesism toward AI: The mechanism of AI affection expression on user satisfaction

被引：0
作者：
Chen, Aihui [1 ,2 ]
Yu, Yunshuang [1 ]
Lu, Yaobin [3 ]
机构：
[1] Tianjin Univ, Coll Management & Econ, Tianjin 300072, CN, Peoples R China
[2] Tianjin Univ, Lab Computat & Analyt Complex Management Syst CACM, Tianjin 300072, Peoples R China
[3] Huazhong Univ Sci & Technol, Management Sci & Informat Management, Wuhan, Peoples R China
来源：
INFORMATION & MANAGEMENT | 2025年 / 62卷 / 05期
基金：
中国国家自然科学基金;
关键词：
Artificial intelligence; AI service; AI design; Affection expression; speciesism; SOCIAL-DOMINANCE ORIENTATION; CUSTOMER SATISFACTION; EMOTIONAL SUPPORT; FACIAL EXPRESSION; SERVICES; DEHUMANIZATION; TECHNOLOGY; RESISTANCE; REDUCTION; PREJUDICE;
D O I：
10.1016/j.im.2025.104145
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Evaluations of AI services may be adversely influenced by speciesism due to AI's distinctiveness from humans. We conducted four studies to investigate the impact of speciesism on AI evaluations. Our findings suggest that AI's capacity for affection expression (AE) increases people's satisfaction with AI services by reducing their speciesism toward AI. Additionally, we found that the influence of speciesism on AI satisfaction is moderated by the type of task. This study offers novel recommendations for AI service providers and designers.
引用
收藏
页数：15
相关论文
共 98 条
[1]  
[Anonymous], 1988, Managing Quality: The Strategic and Competitive Edge
[2]  
Atkinson Robert., 2016, NCSSS Journal, V21, P8
[3]   A Positivity Bias in Written and Spoken English and Its Moderation by Personality and Gender [J].
Augustine, Adam A. ;
Mehl, Matthias R. ;
Larsen, Randy J. .
SOCIAL PSYCHOLOGICAL AND PERSONALITY SCIENCE, 2011, 2 (05) :508-515
[4]   The role of emotions in marketing [J].
Bagozzi, RP ;
Gopinath, M ;
Nyer, PU .
JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 1999, 27 (02) :184-206
[5]   Customer satisfaction in virtual environments: A study of online investing [J].
Balasubramanian, S ;
Konana, P ;
Menon, NM .
MANAGEMENT SCIENCE, 2003, 49 (07) :871-889
[6]  
Bartneck C., 2003, DPPI 03
[7]   A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction [J].
Bolton, RN .
MARKETING SCIENCE, 1998, 17 (01) :45-65
[8]   THE SOCIAL SELF - ON BEING THE SAME AND DIFFERENT AT THE SAME TIME [J].
BREWER, MB .
PERSONALITY AND SOCIAL PSYCHOLOGY BULLETIN, 1991, 17 (05) :475-482
[9]   Siri, Alexa, and other digital assistants: a study of customer satisfaction with artificial intelligence applications [J].
Brill, Thomas M. ;
Munoz, Laura ;
Miller, Richard J. .
JOURNAL OF MARKETING MANAGEMENT, 2019, 35 (15-16) :1401-1436
[10]   Task-Dependent Algorithm Aversion [J].
Castelo, Noah ;
Bos, Maarten W. ;
Lehmann, Donald R. .
JOURNAL OF MARKETING RESEARCH, 2019, 56 (05) :809-825
12345678910