人工智能的可爱特征对顾客持续使用意愿的影响
The Influence of the Cute Features of AI on Customers’ Continuous Usage Intention
摘要: 随着人工智能技术在旅游和酒店业中的广泛应用，由人工智能助手引发的服务失误也日益普遍，因此如何恢复这些失误亟待进行实证研究。本研究通过实验检验服务失败过程中人工智能助手的可爱特征对持续使用意愿的影响及其作用机制。通过对使用过酒店人工智能服务的人群进行问卷调查，在有效操控人工智能助手的可爱外形、可爱语音和可爱文字风格后，结果发现，在服务恢复过程中，人工智能助手的可爱特征能够提升人们的持续使用意愿。在语音、文字、语音加文字的不同交互方式下，作用机制表现为通过心理距离和信任的链式中介作用。结论：人工智能助手的可爱特征对服务失败后人们的持续使用意愿具有正向影响，其中心理距离和信任作为链式中介。
Abstract: With the widespread application of artificial intelligence technology in the tourism and hospitality industries, the service failure caused by artificial intelligence assistants is becoming increasingly widespread. Therefore, how to recover from these incidents deserves empirical research. This paper studies the influence of the cuteness level of artificial intelligence assistants on the continuous usage intention during service failures and its mechanism. Through a questionnaire survey of people who have experience using artificial intelligence services, it was found that effectively manipulating the cute level of appearance, voice, and textual style can enhance the artificial intelligence assistant’s ability to enhance people’s continuous usage intention during the service recovery process. Under different interaction methods such as appearance with voice, text, and voice plus text, the mechanism is manifested as a chain-mediated effect through psychological distance and trust. Conclusion: The cute features of artificial intelligence assistants have a positive impact on people’s continuous usage intention after service failures, with psychological distance and trust as the chain-mediated effect.
文章引用：郝哲理, 蒋多 (2026). 人工智能的可爱特征对顾客持续使用意愿的影响. 心理学进展, 16(1), 300-311. https://doi.org/10.12677/ap.2026.161037

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