@inproceedings{49660307261f477a9c553b5c9be5ea43,
title = "When AI Service Fails: The Role of Procedural Fairness in Shaping Citizens{\textquoteright} Usage Intentions",
abstract = "With the increasing deployment of artificial intelligence (AI) across organizations, this study examines citizens{\textquoteright} interactions with AI chatbots under service failure conditions. Unlike existing studies, it focuses on the public sector and investigates the impact of service failure on citizens{\textquoteright} intentions to use digital public services. A survey experiment is conducted by embedding AI chatbot interactions into controlled scenarios. Drawing on expectation disconfirmation theory, the results show that, compared to AI service failure, human service failure leads to a more substantial decline in citizens{\textquoteright} intentions to continue using human-provided services. Mechanism analysis reveals an expectation shift effect, whereby human service failure lowers citizens{\textquoteright} expectations toward human services and shifts their intentions toward AI. Procedural fairness negatively moderates this process, attenuating the shift in citizen intentions. At the same time, increased intention to use AI services generates an intention backflow effect, partially restoring citizens{\textquoteright} intentions toward human services. By uncovering the dynamic and reciprocal relationship between AI and human service usage under failure conditions, this study advances our understanding of how citizens make choices between AI and human services and provides practical implications for designing more reliable and user-centered AI systems in services.",
keywords = "Artificial Intelligence, Procedural Fairness, Service Failure, Usage Intentions",
author = "Yufei Chang and Xin Chen and Alexandra Toyoda and Luning Liu",
note = "Publisher Copyright: {\textcopyright} The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2026.; 11th China National Conference on Big Data and Social Computing, BDSC 2026 ; Conference date: 24-07-2026 Through 26-07-2026",
year = "2026",
doi = "10.1007/978-981-92-3734-0\_22",
language = "英语",
isbn = "9789819237333",
series = "Communications in Computer and Information Science",
publisher = "Springer Science and Business Media Deutschland GmbH",
pages = "306--320",
editor = "Xiaofeng Meng and Tao Xiang and Linjiang Zheng and Jiaxing Shang and Zi Li and Chunyan An",
booktitle = "Big Data and Social Computing - 11th China National Conference, BDSC 2026, Proceedings",
address = "德国",
}