I, Robot, You, Consumer: Measuring Artificial Intelligence Types and their Effect on Consumers Emotions in Service

This research draws upon the increasing usage of AI in service. It aims at understanding extent to which systems have multiple intelligence types like humans and if these arouse different emotions consumers. To this end, uses a two-study approach: Study 1 builds evaluates scale for measuring types. 2 consumers’ emotional responses intelligences. The findings provide measurement evaluating artificial against human ones, thus showing that intelligences are configurable, describable, measurable (Study 1), influence positive negative 2). also demonstrate consumers display emotions, terms happiness, excitement, enthusiasm, pride, inspiration, sadness, fear, anger, shame, anxiety, attachment, satisfaction, intention when interacting with Our characteristics while providing guidance future development AI-based more similar