IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v167y2023ics0148296323005271.html
   My bibliography  Save this article

Mechanisms of cognitive trust development in artificial intelligence among front line employees: An empirical examination from a developing economy

Author

Listed:
  • Shamim, Saqib
  • Yang, Yumei
  • Ul Zia, Najam
  • Khan, Zaheer
  • Shariq, Syed Muhammad

Abstract

Drawing upon insights from the trust literature, we conducted two empirical surveys with the front-line employees of firms in Pakistan investigating the factors influencing cognitive trust in artificial intelligence (AI). Study1 consisted of 46 in-depth interviews aimed at exploring factors influencing cognitive trust. Based on the findings of Study 1, we developed a framework to enhance employees’ cognitive trust in AI. We then conducted a quantitative survey (study 2) with 314 employees to validate the proposed model. The findings suggest that AI features positively influence the cognitive trust of employees, while work routine disruptions have negative impact on cognitive trust in AI. The effectiveness of data governance was also found to facilitate employees' trust in data governance and subsequently, employees' cognitive trust in AI. We contribute to the technology trust literature, especial in developing economics. We discuss the implications of our findings for both research and practice.

Suggested Citation

  • Shamim, Saqib & Yang, Yumei & Ul Zia, Najam & Khan, Zaheer & Shariq, Syed Muhammad, 2023. "Mechanisms of cognitive trust development in artificial intelligence among front line employees: An empirical examination from a developing economy," Journal of Business Research, Elsevier, vol. 167(C).
    • Handle: RePEc:eee:jbrese:v:167:y:2023:i:c:s0148296323005271
    DOI: 10.1016/j.jbusres.2023.114168
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296323005271
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2023.114168?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. Khan, Zaheer & Lew, Yong Kyu & Marinova, Svetla, 2019. "Exploitative and exploratory innovations in emerging economies: The role of realized absorptive capacity and learning intent," International Business Review, Elsevier, vol. 28(3), pages 499-512.
    2. Zeng, Jing, 2022. "Orchestrating ecosystem resources in a different country: Understanding the integrative capabilities of sharing economy platform multinational corporations," Journal of World Business, Elsevier, vol. 57(6).
    3. Liu, Jun & Chang, Huihong & Forrest, Jeffrey Yi-Lin & Yang, Baohua, 2020. "Influence of artificial intelligence on technological innovation: Evidence from the panel data of china's manufacturing sectors," Technological Forecasting and Social Change, Elsevier, vol. 158(C).
    4. Hsiao-Lan Wei & Eric T G Wang & Pei-Hung Ju, 2005. "Understanding misalignment and cascading change of ERP implementation: a stage view of process analysis," European Journal of Information Systems, Taylor & Francis Journals, vol. 14(4), pages 324-334, December.
    5. Huimin Gu & Tingting (Christina) Zhang & Can Lu & Xiaoxiao Song, 2021. "Assessing Trust and Risk Perceptions in the Sharing Economy: An Empirical Study," Journal of Management Studies, Wiley Blackwell, vol. 58(4), pages 1002-1032, June.
    6. Abraham, Rene & Schneider, Johannes & vom Brocke, Jan, 2019. "Data governance: A conceptual framework, structured review, and research agenda," International Journal of Information Management, Elsevier, vol. 49(C), pages 424-438.
    7. Canhoto, Ana Isabel & Clear, Fintan, 2020. "Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential," Business Horizons, Elsevier, vol. 63(2), pages 183-193.
    8. Hengstler, Monika & Enkel, Ellen & Duelli, Selina, 2016. "Applied artificial intelligence and trust—The case of autonomous vehicles and medical assistance devices," Technological Forecasting and Social Change, Elsevier, vol. 105(C), pages 105-120.
    9. Yang, Yumei & Secchi, Davide & Homberg, Fabian, 2018. "Are organisational defensive routines harmful to the relationship between personality and organisational learning?," Journal of Business Research, Elsevier, vol. 85(C), pages 155-164.
    10. Sven Laumer & Christian Maier & Andreas Eckhardt & Tim Weitzel, 2016. "Work routines as an object of resistance during information systems implementations: theoretical foundation and empirical evidence," European Journal of Information Systems, Taylor & Francis Journals, vol. 25(4), pages 317-343, July.
    11. Johnson, Devon & Grayson, Kent, 2005. "Cognitive and affective trust in service relationships," Journal of Business Research, Elsevier, vol. 58(4), pages 500-507, April.
    12. Martha S. Feldman, 2000. "Organizational Routines as a Source of Continuous Change," Organization Science, INFORMS, vol. 11(6), pages 611-629, December.
    13. Braganza, Ashley & Chen, Weifeng & Canhoto, Ana & Sap, Serap, 2021. "Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust," Journal of Business Research, Elsevier, vol. 131(C), pages 485-494.
    14. Siew Kien Sia & Christina Soh, 2007. "An assessment of package–organisation misalignment: institutional and ontological structures," European Journal of Information Systems, Taylor & Francis Journals, vol. 16(5), pages 568-583, October.
    Full references (including those not matched with items on IDEAS)

    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. Bavaresco, Rodrigo Simon & Nesi, Luan Carlos & Victória Barbosa, Jorge Luis & Antunes, Rodolfo Stoffel & da Rosa Righi, Rodrigo & da Costa, Cristiano André & Vanzin, Mariangela & Dornelles, Daniel & J, 2023. "Machine learning-based automation of accounting services: An exploratory case study," International Journal of Accounting Information Systems, Elsevier, vol. 49(C).
    2. Arias-Pérez, José & Vélez-Jaramillo, Juan, 2022. "Ignoring the three-way interaction of digital orientation, Not-invented-here syndrome and employee's artificial intelligence awareness in digital innovation performance: A recipe for failure," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    3. Yogesh K. Dwivedi & A. Sharma & Nripendra P. Rana & M. Giannakis & P. Goel & Vincent Dutot, 2023. "Evolution of Artificial Intelligence Research in Technological Forecasting and Social Change: Research Topics, Trends, and Future Directions," Post-Print hal-04292607, HAL.
    4. Dóra Őri & Zoltán Szabó, 2024. "A systematic literature review on business-IT misalignment research," Information Systems and e-Business Management, Springer, vol. 22(1), pages 139-169, March.
    5. Zahoor, Nadia & Donbesuur, Francis & Christofi, Michael & Miri, Domnan, 2022. "Technological innovation and employee psychological well-being: The moderating role of employee learning orientation and perceived organizational support," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    6. Shamim, Saqib & Zeng, Jing & Shafi Choksy, Umair & Shariq, Syed Muhammad, 2020. "Connecting big data management capabilities with employee ambidexterity in Chinese multinational enterprises through the mediation of big data value creation at the employee level," International Business Review, Elsevier, vol. 29(6).
    7. Robertson, Jeandri & Ferreira, Caitlin & Botha, Elsamari & Oosthuizen, Kim, 2024. "Game changers: A generative AI prompt protocol to enhance human-AI knowledge co-construction," Business Horizons, Elsevier, vol. 67(5), pages 499-510.
    8. Gilstrap, J. Bruce & Hart, Timothy A., 2020. "How employee behaviors effect organizational change and stability," Journal of Business Research, Elsevier, vol. 109(C), pages 120-131.
    9. Christian Rammer & Gastón P Fernández & Dirk Czarnitzki, 2021. "Artificial Intelligence and Industrial Innovation: Evidence from Firm-Level Data," Working Papers of Department of Economics, Leuven 674605, KU Leuven, Faculty of Economics and Business (FEB), Department of Economics, Leuven.
    10. Trinh Le Tan & Khanh Nguyen Chau Ngoc & Hien Le Thi Thanh & Hoai Nguyen Thi Thu & Uyen Vo Truong Hoang, 2024. "Enhancing Repurchase Intention on Digital Platforms Based on Shopping Well-Being Through Shopping Value, Trust and Impulsive Buying," SAGE Open, , vol. 14(3), pages 21582440241, September.
    11. Lee, Liane W.Y. & Tang, Yiming & Yip, Leslie S.C. & Sharma, Piyush, 2018. "Managing customer relationships in the emerging markets – guanxi as a driver of Chinese customer loyalty," Journal of Business Research, Elsevier, vol. 86(C), pages 356-365.
    12. Osama Sohaib & Kyeong Kang & Mohammad Nurunnabi, 2018. "Gender-Based iTrust in E-Commerce: The Moderating Role of Cognitive Innovativeness," Sustainability, MDPI, vol. 11(1), pages 1-16, December.
    13. Mohsen Jajarmizadeh & Hojat Moshtaghian Abarghooi, 2015. "Identifying Perceptual Factors Affect Intrinsic Career Success by Delphi Method," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 5(3), pages 149-164, March.
    14. Zur, Andrew & Leckie, Civilai & Webster, Cynthia M., 2012. "Cognitive and affective trust between Australian exporters and their overseas buyers," Australasian marketing journal, Elsevier, vol. 20(1), pages 73-79.
    15. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    16. Gopesh Anand & John Gray & Enno Siemsen, 2012. "Decay, Shock, and Renewal: Operational Routines and Process Entropy in the Pharmaceutical Industry," Organization Science, INFORMS, vol. 23(6), pages 1700-1716, December.
    17. Gordon Liu & Catherine Liston-Heyes & Wai-Wai Ko, 2010. "Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries," Journal of Business Ethics, Springer, vol. 92(2), pages 195-210, March.
    18. Edwards, Chase J. & Bendickson, Joshua S. & Baker, Brent L. & Solomon, Shelby J., 2020. "Entrepreneurship within the history of marketing," Journal of Business Research, Elsevier, vol. 108(C), pages 259-267.
    19. Marcus Adam, 2018. "The Role of Human Resource Management (HRM) for the Implementation of Sustainable Product-Service Systems (PSS)—An Analysis of Fashion Retailers," Sustainability, MDPI, vol. 10(7), pages 1-27, July.
    20. Jung Lee & Jae-Nam Lee & Bernard C. Y. Tan, 2015. "Antecedents of cognitive trust and affective distrust and their mediating roles in building customer loyalty," Information Systems Frontiers, Springer, vol. 17(1), pages 159-175, February.

    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:167:y:2023:i:c:s0148296323005271. 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.