A critical, yet understudied aspect of generative AI functionality in hotels is consumers’ disclosure of personal information, which carries significant risks. By expanding the Extended Parallel Process Model, this research investigates the role of trust in hotels in impacting consumers’ perceptions of threat and coping efficacy. These perceptions, in turn, influence consumers’ fear perceptions and drive both adaptive behaviors (e.g., protective action and seeking help) and maladaptive behaviors (e.g., avoidance). Ultimately, the disclosure of personal information is strongly influenced by avoidance and, to some extent, by seeking help behaviors, but not by protective action behaviors. As the first study to examine consumers’ disclosure of personal information to generative AI, it extends the literature on processing arguments related to opaque systems like generative AI. Additionally, it provides insightful managerial implications, especially at a time when the hotel industry lacks clear guidance regarding the use of consumers’ personal information within generative AI.

中文翻译：

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重新思考酒店中 GenAI 的信息披露：扩展的并行流程模型


酒店生成式 AI 功能的一个关键但未得到充分研究的方面是消费者披露个人信息，这带来了重大风险。通过扩展并行过程模型，本研究调查了酒店信任在影响消费者对威胁的看法和应对效率方面的作用。这些感知反过来会影响消费者的恐惧感知，并驱动适应性行为（例如，保护性行动和寻求帮助）和适应不良行为（例如，回避）。归根结底，个人信息的披露受到回避的强烈影响，在某种程度上受到寻求帮助行为的影响，而不是保护行为的影响。作为第一项检查消费者向生成式 AI 披露个人信息的研究，它扩展了有关处理与生成式 AI 等不透明系统相关的论点的文献。此外，它还提供了有洞察力的管理意义，尤其是在酒店业缺乏关于在生成式 AI 中使用消费者个人信息的明确指导的时候。