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How Consumers Evaluate Human, AI , and Hybrid Therapists: Psychological Pathways to Expected Service Satisfaction
- Truvace record
- TRV-2026-2617raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 31252d8a7785…check it
ABSTRACT As generative artificial intelligence becomes prominent in digital therapy, understanding how consumers evaluate human, AI, and hybrid therapists is increasingly important. Drawing on insights from signaling, construal level, stimulus‐organism‐response, and perceived risk research, this paper examines how therapy delivery mode shapes expected service satisfaction through capabilities‐based, relational‐based, and risk‐based pathways. Across two experiments, consumers reported higher expected service sati…
The problem
In two experiments with 395 participants combined, consumers expected to be less satisfied with AI or hybrid AI/human therapists than with human therapists.
What this doesn’t fix
The studies measured expected service satisfaction, not satisfaction or outcomes after actual therapy with an AI or hybrid therapist.
Sources
1 on file- Journal of Consumer Affairsdoi:10.1111/joca.70061
Cite this record
v1Truvace Impact Record TRV-2026-2617, v1: “How Consumers Evaluate Human, AI , and Hybrid Therapists: Psychological Pathways to Expected Service Satisfaction.” Truvace, 2026-11-12. /record/TRV-2026-2617 (accessed on the day you copy it). sha256 31252d8a7785f873…
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