IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v158y2023ics0148296323000656.html
   My bibliography  Save this article

Designing trust: The formation of employees’ trust in conversational AI in the digital workplace

Author

Listed:
  • Gkinko, Lorentsa
  • Elbanna, Amany

Abstract

The COVID-19 pandemic accelerated the adoption and use of AI technologies to support the virtualisation of the workplace. While previous research showed that systems’ use critically depends on users’ trust, little is known about the development of trust in AI technologies. This research focuses on an AI chatbot as a type of organisational AI system and asks how and why employees’ trust towards an AI chatbot is formed and sustained. To answer the research questions, we conducted an interpretive single case study of a global organisation. The study identifies three types of trust experienced by AI chatbot users – emotional, cognitive and organisational – and develops a framework of experiential and sustained trust formation. It contributes to the information systems literature by demonstrating the critical importance of emotional and organisational trust in complementing cognitive trust, as well as the key design features that promote trust in AI chatbot use.

Suggested Citation

  • Gkinko, Lorentsa & Elbanna, Amany, 2023. "Designing trust: The formation of employees’ trust in conversational AI in the digital workplace," Journal of Business Research, Elsevier, vol. 158(C).
    • Handle: RePEc:eee:jbrese:v:158:y:2023:i:c:s0148296323000656
    DOI: 10.1016/j.jbusres.2023.113707
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296323000656
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2023.113707?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Diana-Cezara Toader & Grațiela Boca & Rita Toader & Mara Măcelaru & Cezar Toader & Diana Ighian & Adrian T. Rădulescu, 2019. "The Effect of Social Presence and Chatbot Errors on Trust," Sustainability, MDPI, vol. 12(1), pages 1-24, December.
    2. Jarrahi, Mohammad Hossein, 2018. "Artificial intelligence and the future of work: Human-AI symbiosis in organizational decision making," Business Horizons, Elsevier, vol. 61(4), pages 577-586.
    3. Sirkka L. Jarvenpaa & Dorothy E. Leidner, 1999. "Communication and Trust in Global Virtual Teams," Organization Science, INFORMS, vol. 10(6), pages 791-815, December.
    4. Przegalinska, Aleksandra & Ciechanowski, Leon & Stroz, Anna & Gloor, Peter & Mazurek, Grzegorz, 2019. "In bot we trust: A new methodology of chatbot performance measures," Business Horizons, Elsevier, vol. 62(6), pages 785-797.
    5. Florian Brachten & Felix Brünker & Nicholas R. J. Frick & Björn Ross & Stefan Stieglitz, 2020. "On the ability of virtual agents to decrease cognitive load: an experimental study," Information Systems and e-Business Management, Springer, vol. 18(2), pages 187-207, June.
    6. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
    7. Carroll, Noel & Conboy, Kieran, 2020. "Normalising the “new normal”: Changing tech-driven work practices under pandemic time pressure," International Journal of Information Management, Elsevier, vol. 55(C).
    8. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    9. Wilson, Jeanne M. & Straus, Susan G. & McEvily, Bill, 2006. "All in due time: The development of trust in computer-mediated and face-to-face teams," Organizational Behavior and Human Decision Processes, Elsevier, vol. 99(1), pages 16-33, January.
    10. Antje Janssen & Jens Passlick & Davinia Rodríguez Cardona & Michael H. Breitner, 2020. "Virtual Assistance in Any Context," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(3), pages 211-225, June.
    11. Tom Lewandowski & Christian Grotherr & Tilo Böhmann, 2022. "Managing Artificial Intelligence Systems for Value Co-creation: The Case of Conversational Agents and Natural Language Assistants," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 945-966, Springer.
    12. Feng, Shengjia & Buxmann, Peter, 2020. "My Virtual Colleague: A State-of-the-Art Analysis of Conversational Agents for the Workplace," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 118817, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    13. Ronald S. Burt & Marc Knez, 1995. "Kinds of Third-Party Effects on Trust," Rationality and Society, , vol. 7(3), pages 255-292, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tenzin Norbu & Joo Yeon Park & Kok Wai Wong & Hui Cui, 2024. "Factors Affecting Trust and Acceptance for Blockchain Adoption in Digital Payment Systems: A Systematic Review," Future Internet, MDPI, vol. 16(3), pages 1-21, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nilsson, Magnus & Mattes, Jannika, 2015. "The spatiality of trust: Factors influencing the creation of trust and the role of face-to-face contacts," European Management Journal, Elsevier, vol. 33(4), pages 230-244.
    2. Nilsson, Magnus & Mattes, Jannika, 2013. "The spatiality of trust – Antecedents of trust and the role of face-to-face contacts," Papers in Innovation Studies 2013/16, Lund University, CIRCLE - Centre for Innovation Research.
    3. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    4. Todo, Yasuyuki & Matous, Petr & Inoue, Hiroyasu, 2016. "The strength of long ties and the weakness of strong ties: Knowledge diffusion through supply chain networks," Research Policy, Elsevier, vol. 45(9), pages 1890-1906.
    5. Jeanne Wilson & C. Brad Crisp & Mark Mortensen, 2013. "Extending Construal-Level Theory to Distributed Groups: Understanding the Effects of Virtuality," Organization Science, INFORMS, vol. 24(2), pages 629-644, April.
    6. Mark Mortensen & Tsedal B. Neeley, 2012. "Reflected Knowledge and Trust in Global Collaboration," Management Science, INFORMS, vol. 58(12), pages 2207-2224, December.
    7. Fayard, Anne-Laure & Metiu, Anca, 2008. "Beyond Orality and Literacy: Letters and Organizational Communication," ESSEC Working Papers DR 08014, ESSEC Research Center, ESSEC Business School.
    8. Greenberg, Penelope Sue & Greenberg, Ralph H. & Antonucci, Yvonne Lederer, 2007. "Creating and sustaining trust in virtual teams," Business Horizons, Elsevier, vol. 50(4), pages 325-333.
    9. Ward van Zoonen & Anu Sivunen & Kirsimarja Blomqvist & Thomas Olsson & Annina Ropponen & Kaisa Henttonen & Matti Vartiainen, 2021. "Factors Influencing Adjustment to Remote Work: Employees’ Initial Responses to the COVID-19 Pandemic," IJERPH, MDPI, vol. 18(13), pages 1-19, June.
    10. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    11. Mesmer-Magnus, Jessica R. & DeChurch, Leslie A. & Jimenez-Rodriguez, Miliani & Wildman, Jessica & Shuffler, Marissa, 2011. "A meta-analytic investigation of virtuality and information sharing in teams," Organizational Behavior and Human Decision Processes, Elsevier, vol. 115(2), pages 214-225, July.
    12. Michael D. Coovert & Evgeniya E. Pavlova Miller & Winston Bennett Jr., 2017. "Assessing Trust and Effectiveness in Virtual Teams: Latent Growth Curve and Latent Change Score Models," Social Sciences, MDPI, vol. 6(3), pages 1-26, August.
    13. Hill, N. Sharon & Bartol, Kathryn M. & Tesluk, Paul E. & Langa, Gosia A., 2009. "Organizational context and face-to-face interaction: Influences on the development of trust and collaborative behaviors in computer-mediated groups," Organizational Behavior and Human Decision Processes, Elsevier, vol. 108(2), pages 187-201, March.
    14. Kent Marett & Joey F. George, 2013. "Barriers to Deceiving Other Group Members in Virtual Settings," Group Decision and Negotiation, Springer, vol. 22(1), pages 89-115, January.
    15. Aparna Joshi & Mila B. Lazarova & Hui Liao, 2009. "Getting Everyone on Board: The Role of Inspirational Leadership in Geographically Dispersed Teams," Organization Science, INFORMS, vol. 20(1), pages 240-252, February.
    16. Rockmann, Kevin W. & Northcraft, Gregory B., 2008. "To be or not to be trusted: The influence of media richness on defection and deception," Organizational Behavior and Human Decision Processes, Elsevier, vol. 107(2), pages 106-122, November.
    17. Sirkka L. Jarvenpaa & Ann Majchrzak, 2010. "Research Commentary ---Vigilant Interaction in Knowledge Collaboration: Challenges of Online User Participation Under Ambivalence," Information Systems Research, INFORMS, vol. 21(4), pages 773-784, December.
    18. Leung, Aegean & Zhang, Jing & Wong, Poh Kam & Foo, Maw Der, 2006. "The use of networks in human resource acquisition for entrepreneurial firms: Multiple "fit" considerations," Journal of Business Venturing, Elsevier, vol. 21(5), pages 664-686, September.
    19. Ale Ebrahim, Nader & Ahmed Shamsuddin & Abdul Rashid, Salwa Hanim & Taha, Zahari, 2012. "Effective Virtual Teams for New Product Development," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7(21), pages 1971-1985.
    20. Siliang Tong & Nan Jia & Xueming Luo & Zheng Fang, 2021. "The Janus face of artificial intelligence feedback: Deployment versus disclosure effects on employee performance," Strategic Management Journal, Wiley Blackwell, vol. 42(9), pages 1600-1631, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:158:y:2023:i:c:s0148296323000656. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.