Increasing clinical medical service satisfaction: An investigation into the impacts of Physicians’ use of clinical decision-making support AI on patients’ service satisfaction

•People believe that artificial intelligence will have a big impact.•CDSS is not so intelligent to make clinical decisions as well as a skilled physician and physicians are resistant to accepting advice from intelligent CDSS.•When a physician consults with either an expert or an AI, it negatively impacts patients' perceived satisfaction. What patients really want is to think of their own doctor as an expert who needs no help to make the best decision.•Physicians consulting with an AI reduces patients’ evaluation of the medical service quality in terms of that service outcome and service procedure do not meet their expectation, which is contrary to the original intention of AI design.