Table 4.
Results of mediation analysis.
| Relationships | Direct effects without mediator | Direct effect with mediator (CI) | Indirect effect (CI) | Supported? |
|---|---|---|---|---|
| H7a. AI-enabled service quality - > Trust -> AI-enabled service experience |
2.19∗∗ (−0.08 to 0.14) | 2.43 ∗∗ (−0.24 to0.20) | 2.52∗∗ (−0.17 to 0.15) | Yes |
| H7a. Perceived convenience - > Trust - > AI- enabled service experience | 2.85∗∗∗ (0.06–0.26) | 4.27∗∗∗ (0.13 to 0.33) |
4.19∗∗∗ (0.08 to | Yes |
| H7a. Personalisation - > Trust - > AI-enabled service experience | 2.49∗∗ (0.03–0.25) | 4.50∗∗∗ (0.13–0.34) | 4.21∗∗∗ (0.09–0.24) | Yes |
| H7b. AI-enabled service quality_ - > Perceived sacrifice - > AI-enabled service experience | 2.46∗∗ (−0.07 to 0.14) | 5.05 ∗∗∗ (0.15–0.34) | 3.52∗∗∗ (−0.10 to 0.12) | Yes |
| H7b. Perceived convenience - > Perceived sacrifice - > AI-enabled service experience | 2.81∗∗ (0.05–0.26) | 1.33 (−0.03 to 0.22) | 1.19 (−0.07 | No |
| H7b. Personalisation - > Perceived sacrifice - > AI-enabled service experience |
2.44∗∗∗ (0.03–0.25) | 4.02∗∗∗ (0.13–0.38) | 2.66∗∗ (−0.13 to 0.25) | Yes |
∗∗∗p < 0 0.001; ∗∗p < 0.01; ∗p < 0.05; bootstrap confidence in parentheses, CI = confidence interval.