aceModerate evidence
Published recordHealthThe Trace
More
Work with or work alone? How AI involvement in healthcare consultations shapes consumer responses to service failure
- Truvace record
- TRV-2026-2671raw data (JSON)
- Version
- v1Published
- First published
- Evidence type
- Controlled or validated comparison
- Sources
- 1 sourcePeer-reviewed
- sha256
- 7d03fde7b2f8…check it
As artificial intelligence (AI) becomes increasingly integrated into healthcare services, an important question emerges: should AI be deployed to work with humans physicians' or autonomously to provide healthcare services? This research examines how varying levels of AI involvement influence consumer reactions following healthcare service failures. Across two experiments, results show that when AI assists physicians, consumers report greater intention to reuse the service compared to a human-only medical consult…
61Gain side
How the two sides scoreClose call
60Problem side
The gain
In two experiments on healthcare service failures, consumers reported greater intention to reuse a consultation in which AI assisted the physician than one with a human physician alone.
The problem
In the same two experiments on healthcare service failures, consumers' intention to reuse the service decreased when AI worked autonomously without the physician's oversight.
A fixed formula sets both scores from the evidence and its sources. Reader votes don’t move them.
What the scores mean
G is the gain side, out of 100. It goes up when the gain is specific, when it measurably helped people and when the sources behind it are strong.
P is the problem side, out of 100. It goes up when the problem is specific, when it measurably hurt people and when the sources behind it are strong.
What this doesn’t fix
The benefit of AI assistance emerged only among consumers low in AI-related anxiety, and the results measure reuse intention in experiments rather than actual patient behaviour.
Sources
1 on file- Journal of Retailing and Consumer Servicesdoi:10.1016/j.jretconser.2026.105004
Cite this record
v1Truvace Impact Record TRV-2026-2671, v1: “Work with or work alone? How AI involvement in healthcare consultations shapes consumer responses to service failure.” Truvace, 2026-11-12. /record/TRV-2026-2671 (accessed on the day you copy it). sha256 7d03fde7b2f8a680…
Change history
1 versionEvery change made to this record since it was first published, and why. Nothing has changed since it went up.
Certified into the record
Check this record hasn’t been altered
How to check it yourself, without trusting this page
Download any version from /api/record/TRV-2026-2671 and hash its canonical field yourself, for example with shasum -a 256. You should get its content_hash. Each version’s text also ends with prev:and the hash of the version before it (version 1 points to 64 zeros). If anyone had changed a single character of any version after it was saved, those hashes wouldn’t line up.