Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic

Artificial intelligence (AI) contactless services thrived during the COVID-19 pandemic, while their consequences remained unclear. Based on media equation theory and means-end chain theory, this study proposed a model explaining the effect of AI contactless services on customers’ psychological safety, perceived control, hedonic value, and service quality. Data were collected from hotel customers with an online panel survey and a site survey in...