Grounded in technological singularity theory, this research assesses how disclosing AI integration in hospitality services impact customers’ attitudes and behavioral intentions in three studies. Specifically, study 1 lays the foundation by showing that disclosing the AI presence reduces customers’ cognitive and affective trust, perceived quality, and usage intention in hedonic services but not in utilitarian ones. Study 2 further reveals that disclosing AI integration in hedonic contexts significantly heightens the adverse effects of fear of AI on customers’ responses. Study 3 identifies that existential and identity threats of AI are the primary drivers of customers’ fear of AI, with existential threats being more impactful. The findings indicate that disclosing AI integration hinders customers’ acceptance of such technologies in hospitality services. This research identifies the key indicators of such effects and provides implications for strategizing the disclosure of AI in hospitality services to alleviate customers’ negative reactions.

中文翻译：

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当披露人工智能 (AI) 技术集成到服务交付中会适得其反时：对人工智能的恐惧、身份威胁和生存威胁的作用


本研究以技术奇点理论为基础，在三项研究中评估了在酒店服务中披露人工智能集成如何影响客户的态度和行为意图。具体来说，研究 1 奠定了基础，表明公开人工智能的存在会降低客户在享乐服务中的认知和情感信任、感知质量和使用意图，但不会在功利服务中降低。研究 2 进一步表明，在享乐环境中披露人工智能集成会显着加剧对人工智能的恐惧对客户反应的不利影响。研究 3 发现，人工智能的存在威胁和身份威胁是客户对人工智能恐惧的主要驱动因素，其中存在威胁的影响力更大。研究结果表明，披露人工智能集成会阻碍客户在酒店服务中接受此类技术。这项研究确定了此类影响的关键指标，并为制定酒店服务中人工智能的披露策略以减轻客户的负面反应提供了启示。