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How government uses of artificial intelligence affect the perceived warmth and competence of civil servants

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  • König, Pascal
  • Arnesen, Sveinung

Abstract

This article tests the argument that the reliance on AI systems affects people’s affective ties to government employees using AI systems. Drawing on social cognition theory, it examines how AI use influences the perceived warmth of public servants and the acceptability of decision-making. It distinguishes between two settings in the education system that differ regarding how directly citizens are affected by AI use, a teacher using AI to help assess students and a public servant allocating funds among schools. The analysis is based on a pre-registered vignette experiment and a sample of 4,569 participants from Norway. It finds that AI use decreases both the perceived warmth and competence of public servants, that these evaluations negatively bear on the overall acceptability of decision-making, and that the effect of AI use is stronger for public servants more directly interacting with citizens. The findings have important implications for the legitimacy of public organizations.

Suggested Citation

  • König, Pascal & Arnesen, Sveinung, 2025. "How government uses of artificial intelligence affect the perceived warmth and competence of civil servants," SocArXiv 732ez_v1, Center for Open Science.
    • Handle: RePEc:osf:socarx:732ez_v1
    DOI: 10.31219/osf.io/732ez_v1
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    References listed on IDEAS

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    1. Esaiasson, Peter & Persson, Mikael & Gilljam, Mikael & Lindholm, Torun, 2019. "Reconsidering the Role of Procedures for Decision Acceptance," British Journal of Political Science, Cambridge University Press, vol. 49(1), pages 291-314, January.
    2. Robert Boehm & Moritz Joerling & Leonhard Reiter & Christoph Fuchs, 2023. "People devalue generative AI’s competence but not its advice in addressing societal and personal challenges," Post-Print hal-04348220, HAL.
    3. Easton, David, 1975. "A Re-assessment of the Concept of Political Support," British Journal of Political Science, Cambridge University Press, vol. 5(4), pages 435-457, October.
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