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The use of Artificial Intelligence (AI) has grown rapidly in the service industry and AI's emotional capabilities have become an important feature for interacting with customers. The current research examines personal disclosures that occur during consumer interactions with AI and humans in service settings. We found that consumers' lay beliefs about AI (i.e., a perceived lack of social judgment capability) lead to enhanced disclosure of sensitive personal information to AI (vs. humans). We identify boundaries for this effect such that consumers prefer disclosure to humans over AI in (i) contexts where social support (rather than social judgment) is expected and (ii) contexts where sensitive information will be curated by the agent for social dissemination. In addition, we reveal underlying psychological processes such that the motivation to avoid negative social judgment favors disclosing to AI whereas seeking emotional support favors disclosing to humans. Moreover, we reveal that adding humanlike factors to AI can increase consumer fear of social judgment (reducing disclosure in contexts of social risk) while simultaneously increasing perceived AI capacity for empathy (increasing disclosure in contexts of social support). Taken together, these findings provide theoretical and practical insights into tradeoffs between utilizing AI versus human agents in service contexts.

In this study we introduced an easy-to-use, structured reading materials-based psychological capital (PsyCap) intervention program, and examined its effectiveness with a sample of 234 employees in China. The results at posttest showed that PsyCap and job performance of the intervention
group significantly increased after the program, whereas they remained unchanged in the control group. These results support the effectiveness of the intervention program, and confirm that PsyCap can be developed. Analyses of follow-up retest scores taken 3 months after the program was conducted
showed that overall PsyCap, hope, and job performance were significantly higher in the intervention group than in the pretest group. Furthermore, the program control group's PsyCap and job performance retest scores were significantly lower than their pretest scores. The results suggest a long-lasting,
though not robust, effect of the intervention.