A study of employee acceptance of artificial intelligence technology

摘要

Purpose This study aims to reveal the role of artificial intelligence (AI) in the context of a front-line service meeting to understand how users accept AI technology-enabled service. Design/methodology/approach This study collected 454 Korean employees through online survey methods and used hierarchical regression to test the hypothesis empirically. Findings In the results, first, clarity of user and AI's roles, user's motivation to adopt AI-based technology and user's ability in the context of the adoption of AI-based technology increases their willingness to accept AI technology. Second, privacy concerns related to the use of AI-based technology weakens the relationship between role clarity and user's willingness to accept AI technology. And, trust related to the use of AI-based technology strengthens the relationship between ability and user's willingness to accept AI technology. Originality/value This study is the first one to reveal the role of AI in the context of a front-line service meeting to understand how users accept AI technology-enabled service.