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首页> 外文期刊>Journal of Business Research >Understanding consumers' acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
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Understanding consumers' acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption

机译：了解消费者对服务遭遇的自动化技术的接受：数字语音助理的驱动程序采用

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Customers increasingly orchestrate their everyday activities with the support of technology, with services in-creasingly adopting AI-based applications. Yet, research is still in its infancy and has been largely conceptual. Therefore, based on data collected from 238 young consumers, analyzed using PLS-SEM, this study focuses on users' motivations to adopt intelligent digital voice assistants in service encounters. Findings show that functional, social and relational elements drive adoption, untangle crossover effects between them and reveal the moderating role of experience and need for human interaction. While empirically validating and extending the Service Robot Acceptance Model by Wirtz and colleagues, this study provides evidence that anthropomorphism is not universally positive and adds a new perspective regarding the underexplored role of customer-robot rapport building. The study contributes to a more holistic understanding of digital voice assistants' adoption and provides managerial guidance on how to successfully implement such technologies.
机译：客户越来越多地协调他们的日常活动，并通过技术支持，具有危险的服务，采用基于AI的应用程序。然而，研究仍处于起步性，并且在很大程度上是概念的。因此，根据从238名年轻消费者收集的数据，使用PLS-SEM分析，本研究侧重于用户在服务遭遇中采用智能数字语音助理的动机。调查结果表明，功能，社会和关系元素驱动器的采用，非混合效应，并揭示了体验的调节作用和人类互动。在经验验证和扩大Wirtz及其同事的服务机器人验收模型的同时，这项研究提供了证据表明人类统治性不受普遍积极的，并且在客户 - 机械媒介融洽展览会上增加了一个新的视角。该研究有助于更加全面了解数字语音助手的采用，并提供有关如何成功实施此类技术的管理指导。

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