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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’ perceived control increases acceptance of artificial intelligence (AI) services. This relationship is partly explained by reduced AI anxiety, and the robot's role may further influence acceptance. Understanding these factors is key for AI service deployment.
Area of Science:
- Human-Computer Interaction
- Psychology
- Service Science
Background:
- Artificial intelligence (AI) is increasingly integrated into the service sector.
- User acceptance is crucial for the successful deployment of AI-enabled services.
- Understanding psychological factors influencing user acceptance is essential.
Purpose of the Study:
- To investigate the association between perceived control and acceptance intention towards 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 direct relationship 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 stronger 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 for tutor-type robots.
Conclusions:
- Perceived control is a significant psychological factor influencing the acceptance of AI-enabled services.
- AI anxiety plays a partial mediating role, suggesting emotional responses are important.
- The specific role assigned to the robot moderates the impact of perceived control, highlighting the importance of role expectations.
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