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TRUVACE RECORD VERSION
record: TRV-2026-2681
version: 1
kind: certified
reason: Certified into the record
timestamp: 2026-11-12T17:00:27.801854Z
status: published
lens: g_space
sector: business
headline: From psychological empowerment to human-AI rapport: how Artificial Intelligence Social Responsibility enhances consumer well-being in hospitality
dek: As the penetration of artificial intelligence (AI) in the hospitality industry deepens, its ethical and social responsibility issues have become critical factors affecting the customer experience. This research aims to explore how Artificial Intelligence Social Responsibility (AISR), an emerging concept, enhances customer well-being. By integrating Affordance Theory and Self-Determination Theory, the study constructs and tests a moderated chain mediation model. This model proposes that AISR positively influences…
gain_title: In three online experiments on hospitality AI, customers who saw AI practising social responsibility reported higher well-being, through a stronger sense of empowerment and closer rapport with the AI.
problem_title: (none)
trace_subject: (none)
gain_reading: In three online experiments on hospitality AI, customers who saw AI practising social responsibility reported higher well-being, through a stronger sense of empowerment and closer rapport with the AI.
gain_evidence: The results from three online experiments support the proposed hypotheses. | AISR positively influences customer well-being through the chain mediating effects of psychological empowerment and human-AI rapport.
problem_reading: (none)
problem_evidence: (none)
quick_read: A peer-reviewed study in the Journal of Hospitality Marketing & Management tested whether Artificial Intelligence Social Responsibility (AISR), meaning ethical and socially responsible conduct by AI, improves customer well-being in hospitality. Three online experiments supported the hypotheses.

The proposed route runs through two steps: customers first feel psychologically empowered, then build rapport with the AI, and that lifts their well-being. The study also tested whether a customer's degree of Self-AI Connection changes the effect.

The authors say the findings give hotel managers guidance that responsible AI strategies can deepen customer relationships. The evidence comes from online experiments rather than live hotel deployments.
limitation: The conclusions rest on three online experiments rather than observation of customers in actual hotels.
tag: Evidence-backed gain
key_points: The study tested Artificial Intelligence Social Responsibility (AISR) as a driver of customer well-being in hospitality. | It combined Affordance Theory and Self-Determination Theory into a moderated chain mediation model. | Psychological empowerment and human-AI rapport were proposed as sequential mediators between AISR and well-being. | The moderating factor was the customer's degree of Self-AI Connection. | Three online experiments supported the proposed hypotheses. | The authors recommend that hotel managers practise responsible AI strategies to build deeper customer relationships.
rundown: The study sets out to move AISR research beyond ethical norms and toward their effect on users. It treats AISR as a source of psychological affordances that satisfy customers' deeper needs and thereby raise well-being.

Its model links AISR to well-being through two steps, psychological empowerment and then human-AI rapport. It also checks whether customers' Self-AI Connection strengthens or weakens that pathway.

Three online experiments supported the hypotheses. The authors conclude that responsible AI strategies are an effective way for hotel managers to improve customer well-being and build deeper customer relationships.
sources:
- peer_reviewed | Journal of Hospitality Marketing & Management | https://doi.org/10.1080/19368623.2026.2683829 | 2026-06-08
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