Table 1 Mediation analysis

Path	b	SE	t	95% CI
				Low	High
Total effect
Perceived personalization of AI chatbot services → Customer citizenship behavior	0.671***	0.060	11.183	0.553	0.789
Indirect effect
Perceived personalization of AI chatbot services → Perceived empathy → Customer citizenship behavior	0.273***	0.047	-	0.186	0.371
Direct effect
Perceived personalization of AI chatbot services → Customer citizenship behavior	0.398***	0.059	6.751	0.282	0.514

p<0.05,
p<0.01,
p<0.001.