Abstract
Purpose: AI-based chatbots are revamping employee communication in organizations. This paper examines the adoption of AI-based employee experience chatbots by employees.
Design/methodology/approach: The proposed model is developed using behavioral reasoning theory and empirically validated by surveying 1,130 employees and data was analyzed with PLS-SEM.
Findings: This research presents the “reasons for” and “reasons against” for the acceptance of AI-based employee experience chatbots. The “reasons for” are – personalization, interactivity, perceived intelligence and perceived anthropomorphism and the “reasons against” are perceived risk, language barrier and technological anxiety. It is found that “reasons for” have a positive association with attitude and adoption intention and “reasons against” have a negative association. Employees' values for openness to change are positively associated with “reasons for” and do not affect attitude and “reasons against”.
Originality/value: This is the first study exploring employees' attitude and adoption intention toward AI-based EEX chatbots using behavioral reasoning theory.
Original language | English |
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Pages (from-to) | 449-478 |
Number of pages | 30 |
Journal | Information Technology and People |
Volume | 37 |
Issue number | 1 |
Early online date | 07 Feb 2023 |
DOIs | |
Publication status | Published - 09 Jan 2024 |
Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2023, Emerald Publishing Limited.
Keywords
- AI-Based chatbots
- Behavioral reasoning theory
- Employee experience
- PLS-SEM
ASJC Scopus subject areas
- Information Systems
- Computer Science Applications
- Library and Information Sciences