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AI invading the workplace: negative emotions towards the organizational use of personal virtual assistants

Author

Listed:
  • Olivia Hornung

    (University of Hagen)

  • Stefan Smolnik

    (University of Hagen)

Abstract

Personal virtual assistants (PVAs) based on artificial intelligence are frequently used in private contexts but have yet to find their way into the workplace. Regardless of their potential value for organizations, the relentless implementation of PVAs at the workplace is likely to run into employee resistance. To understand what motivates such resistance, it is necessary to investigate the primary motivators of human behavior, namely emotions. This paper uncovers emotions related to organizational PVA use, primarily focusing on threat emotions. To achieve our goal, we conducted an in-depth qualitative study, collecting data from 45 employees in focus-group discussions and individual interviews. We identified and categorized emotions according to the framework for classifying emotions Beaudry and Pinsonneault (2010) designed. Our results show that loss emotions, such as dissatisfaction and frustration, as well as deterrence emotions, such as fear and worry, constitute valuable cornerstones for the boundaries of organizational PVA use.

Suggested Citation

  • Olivia Hornung & Stefan Smolnik, 2022. "AI invading the workplace: negative emotions towards the organizational use of personal virtual assistants," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 123-138, March.
    • Handle: RePEc:spr:elmark:v:32:y:2022:i:1:d:10.1007_s12525-021-00493-0
    DOI: 10.1007/s12525-021-00493-0
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    References listed on IDEAS

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    More about this item

    Keywords

    Artificial intelligence; Emotions; Personal virtual assistants; Interview study; Technology aversion; Appraisal theory;
    All these keywords.

    JEL classification:

    • O - Economic Development, Innovation, Technological Change, and Growth
    • O3 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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