The Impact of Perceived Experience on Customer Privacy Concerns During AI-Human Interaction: <i>The Chain Mediating Effect of Hedonic Value and Trust</i>

Although AI service robots have been widely deployed in service businesses, customer privacy concerns during AI-human interaction still need to be taken seriously. Drawing upon social response theory, this study explores how perceived experience influences customer privacy concerns during AI-human interaction from the mind perception perspective. Based on two-wave longitudinal survey, 263 valid data were collected. The results of SEM and bootstrapping approach analysis show that perceived experience negatively affects customer privacy concerns; hedonic value plays a mediating role in this negative relationship; the negative effect is also affected by the chain mediating role of hedonic value and trust; ideal self-congruence enhances this negative effect and the positive relationship between perceived experience and hedonic value. The findings broaden the idea of reducing customer privacy concerns during AI-human interaction and provide a theoretical reference for AI service robot designers.