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Perceived control influences users' acceptance of AI-enabled services
1College of Education, Shandong Women's University, Jinan, Shandong, China.
Acta Psychologica
|July 25, 2026
Summary
Users who feel more in control of artificial intelligence (AI) services are more likely to accept them. AI anxiety and the robot's role also influence this acceptance, impacting AI service deployment.
Area of Science:
- Human-Computer Interaction
- Psychology
- Service Science
Background:
- Artificial intelligence (AI) is increasingly used in the service sector.
- Understanding user acceptance of AI-enabled services is crucial for successful implementation.
- Existing research lacks a comprehensive understanding of the psychological factors influencing AI service acceptance.
Purpose of the Study:
- To investigate the relationship between perceived control and acceptance intention toward AI-enabled services.
- To examine the mediating role of AI anxiety in this relationship.
- To explore the moderating effect of robot role on the perceived control-acceptance intention link.
Main Methods:
- Three scenario-based experiments were conducted with college student participants.
- Study 1 (N=190) examined the association between perceived control and acceptance intention.
- Study 2 (N=280) investigated the mediating role of AI anxiety.
- Study 3 (N=360) explored the moderating effect of robot role (companion vs. tutor).
Main Results:
- Higher perceived control was positively associated with acceptance intention for AI-enabled services.
- AI anxiety partially mediated the relationship between perceived control and acceptance intention.
- The association between perceived control and acceptance intention was stronger for companion-type robots than tutor-type robots.
Conclusions:
- Perceived control is a significant psychological factor influencing user acceptance of AI-enabled services.
- User emotional responses (AI anxiety) and role expectations (robot role) play important roles in AI service interactions.
- Findings provide insights for designing and deploying AI-enabled services that enhance user acceptance.
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