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Consumer Acceptance of High-Autonomy AI Assistants Is Driven by Perceived Benefits in Online Shopping Settings Characterized by Scarcity
Department of Management, Aarhus BSS, Aarhus University, Aarhus, Denmark.
Discipline of Marketing, J.E. Cairnes School of Business & Economics, University of Galway, Galway, Ireland.
KTH, School of Electrical Engineering and Computer Science (EECS), Human Centered Technology, Media Technology and Interaction Design, MID. Department of Management, University of Agder, Kristiansand, Norway.ORCID iD: 0000-0002-0283-8777
2026 (English)In: Psychology & Marketing, ISSN 0742-6046, E-ISSN 1520-6793, Vol. 43, no 3, p. 538-555Article in journal (Refereed) Published
Abstract [en]

Across one behavioral field experiment and four controlled online experiments with almost 2000 US and UK shoppers, the current research investigates the role of perceived benefits in driving consumer acceptance of highly autonomous artificial intelligence (AI), while also examining whether contextual factors, such as scarcity, influence this relationship. A Google Ads campaign revealed higher click-through rates for high-autonomy (vs. low-autonomy) AI shopping assistants (Study 1). Scarcity amplified the perceived advantages of high-autonomy AI (Studies 2A-3B), whereas perceived benefits emerged as a central driver of adoption intentions of highly autonomous AI in scarcity-related contexts (Studies 3A-B). These findings replicate across study designs, settings, and outcomes, leveraging a novel contribution to the literature by shifting the focus from consumers’ personal sense of power to perceived benefits as pivotal drivers of AI acceptance. Managerially, the results suggest that firms can boost adoption of high-autonomy AI by emphasizing benefits, particularly experiential ones, in marketing communications efforts of AI systems, especially in settings characterized by scarcity.

Place, publisher, year, edition, pages
Wiley , 2026. Vol. 43, no 3, p. 538-555
Keywords [en]
artificial intelligence, autonomy, consumer behavior, experiential benefits, perceived benefits, retail, scarcity
National Category
Business Administration Applied Psychology Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:kth:diva-372896DOI: 10.1002/mar.70074ISI: 001603626500001Scopus ID: 2-s2.0-105020409485OAI: oai:DiVA.org:kth-372896DiVA, id: diva2:2013796
Note

QC 20251114

Available from: 2025-11-14 Created: 2025-11-14 Last updated: 2026-02-09Bibliographically approved

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Otterbring, Tobias

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