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What Factors Influence Citizens' Intention to Continue Using Digital Human Agents in Government Services?

Jingmiao Liu & Xiaoshuang Hou

International Journal of Information Systems in the Service Sector2026https://doi.org/10.4018/ijisss.402396article
AJG 1
Weight
0.50

What the paper says

This study explores how artificial intelligence literacy and emotional feedback (affective tone, responsiveness, and emotional appropriateness) impact citizens' intention to continue using digital human agents in government services. Based on survey data from 300 citizens, the study integrates the CASA paradigm and social presence theory. The findings indicate that emotional appropriateness and affective tone fully mediate the effect of artificial intelligence literacy on citizens' intention to continue using digital human agents, while responsiveness has no significant effect. These results investigate the important role of emotional resonance and professionalism in promoting ongoing engagement with digital government services.

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https://doi.org/https://doi.org/10.4018/ijisss.402396

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@article{jingmiao2026,
  title        = {{What Factors Influence Citizens' Intention to Continue Using Digital Human Agents in Government Services?}},
  author       = {Jingmiao Liu & Xiaoshuang Hou},
  journal      = {International Journal of Information Systems in the Service Sector},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.4018/ijisss.402396},
}

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What Factors Influence Citizens' Intention to Continue Using Digital Human Agents in Government Services?

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.