任务场景下AI智能披露对政府声誉感知的影响机理研究OACHSSCD

Imbalances in fairness,ambiguities regarding accountability,and privacy-related ethical risks in AI applications continue to raise public concerns.Understanding how citizens form perceptions of government organizational reputation has thus become a central issue for the legitimacy of digital governance in public administration.Drawing on organizational reputation theory,social judgment theory,and privacy calculus theory,this study employed a 2×2 factorial design to create four scenarios involving AI chatbots in government services,varying by task type(transaction vs.consultation)and intelligence disclosure(cognitive vs.emotional).A total of 364 participants interacted indirectly with the AI chatbots and then rated the effectiveness of privacy policies,their privacy concerns,and their perceptions of government organizational reputation.The results show that the adaptive service choices of AI chatbots-shaped by task type and intelligence disclosure-significantly influence citizens'perceptions of government organizational reputation.The study showed that task type clearly affects moral reputation.Intelligence disclosure also has a major influence on technical reputation.Both the perceived effectiveness of privacy policies and privacy concerns served as meaningful mediators in these two pathways.This research also reveals how different AI interaction features shape citizens'views of organizational reputation in public services.It highlights the cognitive mechanisms and boundary conditions behind these effects.As a result,the study offers fresh insights into how technology can support government digital transformation.