基于情绪即社会信息理论，借助4项在线情境实验探讨服务型AI外显与内隐情绪线索对顾客满意的影响。研究发现：服务型AI的外显情绪线索正向影响顾客满意；服务型AI的内隐情绪线索在外显情绪线索与顾客满意之间起调节作用，在呈现积极（vs.中性）内隐情绪线索的环境中，服务型AI积极（vs.中性）的外显情绪线索更能提高顾客满意度；上述效应是通过顾客对服务型AI产生不同的情绪期望违背和感知愉悦性实现的；顾客目标导向调节内隐和外显情绪线索对顾客感知愉悦性的影响。

Based on the Emotion-As-Social-Information theory, this study explores the effects of service AI’s explicit and implicit emotional cues on customer satisfaction through four online scenario-based experiments. The findings reveal that explicit emotional cues from service AI positively influence customer satisfaction. Implicit emotional cues of service AI moderate the relationship between explicit emotional cues and customer satisfaction. Specifically, when service AI presents positive (vs. neutral) implicit emotional cues, the positive (vs. neutral) explicit emotional cues more effectively enhance customer satisfaction. The above effects are achieved through customers’ different emotional expectancy violation and perceived pleasure towards service AI Customers’ goal orientation moderates the impact of implicit and explicit emotional cues on perceived pleasure.