Investigating the effect of AI service quality on consumer well-being in retail context

Pengyi Shen, Demin Wan () and Aonan Zhu
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Pengyi Shen: Jiangxi University of Finance and Economics
Demin Wan: Jiangxi University of Finance and Economics
Aonan Zhu: Jiangxi University of Finance and Economics

Service Business, 2025, vol. 19, issue 1, No 5, 35 pages

Abstract: Abstract Using a social cognitive theory perspective, this study examines how AI service quality influences perceived competence, perceived warmth, and consumer well-being. We tested the hypothesized relationships using structural equation modelling with data collected from 580 consumers in China. The results showed that four dimensions of AI service quality (i.e., technical security, technical reliability, perceived personalization, and hyperconnectivity service capability) are important drivers of perceived competence and perceived warmth. Furthermore, perceived competence and perceived warmth significantly affect consumer well-being. Last, employee service quality commitment significantly moderates the relationship between AI service quality and perceived competence and perceived warmth.

Keywords: AI service quality; Perceived competence; Perceived warmth; Consumer well-being; Social cognitive theory (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11628-024-00575-x

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