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Keywords: Moral obligation
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Journal Articles
International Journal of Contemporary Hospitality Management (2026) 38 (5): 1681–1700.
Published: 31 March 2026
... the proposed hypotheses, involving a total of 900 Chinese participants. Findings The results suggest that in service settings, AI agents lead to more unethical customer behavior than human agents. Empathy and moral obligation play a serial mediating role in this process. When customers perceive lower...
Includes: Supplementary data
