Developing a formative scale to measure consumers’ trust toward interaction with artificially intelligent (AI) social robots in service delivery
作者：
Highlights：
• This study conceptualizes consumers' trust in interaction with AI social service robots.
• A third-order relative-formative scale is developed to measure trust in interaction.
• Findings suggest that consumers' trust is created through 3 s-order indicators.
• 11 first-order indicators were found to form the second-order indicators.
• Convergent, discriminant, external, concurrent, and predictive validities are examined.
摘要
•This study conceptualizes consumers' trust in interaction with AI social service robots.•A third-order relative-formative scale is developed to measure trust in interaction.•Findings suggest that consumers' trust is created through 3 s-order indicators.•11 first-order indicators were found to form the second-order indicators.•Convergent, discriminant, external, concurrent, and predictive validities are examined.
论文关键词：Trust,Artificial intelligence,Interaction,Social robot,Service,Scale development
论文评审过程：Received 30 May 2020, Revised 14 November 2020, Accepted 10 January 2021, Available online 16 January 2021, Version of Record 29 January 2021.
论文官网地址：https://doi.org/10.1016/j.chb.2021.106700
