IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/v25y2023i3d10.1007_s10796-022-10293-2.html
   My bibliography  Save this article

How Do Users Feel When They Use Artificial Intelligence for Decision Making? A Framework for Assessing Users’ Perception

Author

Listed:
  • Amit Kumar Kushwaha

    (Indian Institute of Technology Delhi)

  • Ruchika Pharswan

    (Indian Institute of Technology Delhi)

  • Prashant Kumar

    (Indian Institute of Technology Delhi)

  • Arpan Kumar Kar

    (Indian Institute of Technology Delhi)

Abstract

Artificial intelligence (AI) transits from merely adopted technology to fueling everyday decision-making systems from medication to navigation. With this combination of AI in decision-making systems (ADMS), the present study explores how text-based users' data from social media helps organize the users' perspectives of ADMS? To investigate our research questions, we used a framework consisting of three phases, exploratory, confirmatory, and validatory. We applied hierarchy clustering and topic modeling in the exploratory study, hypothesis building, and empirical analysis during the confirmatory study and support vector machine (SVM) in the validatory study. Our findings suggest that users are primarily concerned about the risk involved in using ADMS. Factors like accountability, self-efficacy, knowledge of ADMS individuals' attitudes towards ADMS impact the perception of ADMS among individuals. This study's theoretical and practical implications have great scope as ADMS is still in its elementary stage.

Suggested Citation

  • Amit Kumar Kushwaha & Ruchika Pharswan & Prashant Kumar & Arpan Kumar Kar, 2023. "How Do Users Feel When They Use Artificial Intelligence for Decision Making? A Framework for Assessing Users’ Perception," Information Systems Frontiers, Springer, vol. 25(3), pages 1241-1260, June.
    • Handle: RePEc:spr:infosf:v:25:y:2023:i:3:d:10.1007_s10796-022-10293-2
    DOI: 10.1007/s10796-022-10293-2
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10796-022-10293-2
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10796-022-10293-2?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. Kar, Arpan Kumar & Dwivedi, Yogesh K., 2020. "Theory building with big data-driven research – Moving away from the “What” towards the “Why”," International Journal of Information Management, Elsevier, vol. 54(C).
    2. Balmer, Roberto E. & Levin, Stanford L. & Schmidt, Stephen, 2020. "Artificial Intelligence Applications in Telecommunications and other network industries," Telecommunications Policy, Elsevier, vol. 44(6).
    3. Andreas I. Nicolaou & D. Harrison McKnight, 2006. "Perceived Information Quality in Data Exchanges: Effects on Risk, Trust, and Intention to Use," Information Systems Research, INFORMS, vol. 17(4), pages 332-351, December.
    4. Tiwary, Nishant Kumar & Kumar, Rishi Kant & Sarraf, Shagun & Kumar, Prashant & Rana, Nripendra P., 2021. "Impact assessment of social media usage in B2B marketing: A review of the literature and a way forward," Journal of Business Research, Elsevier, vol. 131(C), pages 121-139.
    5. Wendt, Charlotte & Adam, Martin & Benlian, Alexander & Kraus, Sascha, 2021. "Let’s Connect to Keep the Distance: How SMEs Leverage Information and Communication Technologies to Address the COVID-19 Crisis," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 128819, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    6. Dwivedi, Yogesh K. & Hughes, Laurie & Ismagilova, Elvira & Aarts, Gert & Coombs, Crispin & Crick, Tom & Duan, Yanqing & Dwivedi, Rohita & Edwards, John & Eirug, Aled & Galanos, Vassilis & Ilavarasan, , 2021. "Artificial Intelligence (AI): Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy," International Journal of Information Management, Elsevier, vol. 57(C).
    7. Xueming Luo & Siliang Tong & Zheng Fang & Zhe Qu, 2019. "Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases," Marketing Science, INFORMS, vol. 38(6), pages 937-947, November.
    8. Joachim Büschken & Greg M. Allenby, 2016. "Sentence-Based Text Analysis for Customer Reviews," Marketing Science, INFORMS, vol. 35(6), pages 953-975, November.
    9. Onook Oh & Chanyoung Eom & H. R. Rao, 2015. "Research Note —Role of Social Media in Social Change: An Analysis of Collective Sense Making During the 2011 Egypt Revolution," Information Systems Research, INFORMS, vol. 26(1), pages 210-223, March.
    10. Pillai, Rajasshrie & Sivathanu, Brijesh & Dwivedi, Yogesh K., 2020. "Shopping intention at AI-powered automated retail stores (AIPARS)," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    11. Nicholas Berente & Stefan Seidel & Hani Safadi, 2019. "Research Commentary—Data-Driven Computationally Intensive Theory Development," Service Science, INFORMS, vol. 30(1), pages 50-64, March.
    12. Shivam Gupta & Sachin Modgil & Samadrita Bhattacharyya & Indranil Bose, 2022. "Artificial intelligence for decision support systems in the field of operations research: review and future scope of research," Annals of Operations Research, Springer, vol. 308(1), pages 215-274, January.
    13. Anantaram Balakrishnan & Soundar R. T. Kumara & Shankar Sundaresan, 1999. "Manufacturing in the Digital Age: Exploiting Information Technologies for Product Realization," Information Systems Frontiers, Springer, vol. 1(1), pages 25-50, July.
    14. Sarah Bankins & Paul Formosa & Yannick Griep & Deborah Richards, 2022. "AI Decision Making with Dignity? Contrasting Workers’ Justice Perceptions of Human and AI Decision Making in a Human Resource Management Context," Information Systems Frontiers, Springer, vol. 24(3), pages 857-875, June.
    15. Shet, Sateesh.V. & Poddar, Tanuj & Wamba Samuel, Fosso & Dwivedi, Yogesh K., 2021. "Examining the determinants of successful adoption of data analytics in human resource management – A framework for implications," Journal of Business Research, Elsevier, vol. 131(C), pages 311-326.
    16. Aaron W. Baur, 2017. "Harnessing the social web to enhance insights into people’s opinions in business, government and public administration," Information Systems Frontiers, Springer, vol. 19(2), pages 231-251, April.
    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. Arpan Kumar Kar & Amit Kumar Kushwaha, 2023. "Facilitators and Barriers of Artificial Intelligence Adoption in Business – Insights from Opinions Using Big Data Analytics," Information Systems Frontiers, Springer, vol. 25(4), pages 1351-1374, August.
    2. 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).
    3. Zhang, Yaqiong & Wang, Shifu, 2023. "The influence of anthropomorphic appearance of artificial intelligence products on consumer behavior and brand evaluation under different product types," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Shore, Adam & Tiwari, Manisha & Tandon, Priyanka & Foropon, Cyril, 2024. "Building entrepreneurial resilience during crisis using generative AI: An empirical study on SMEs," Technovation, Elsevier, vol. 135(C).
    5. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Arpan Kumar Kar, 2021. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 23(5), pages 1341-1361, September.
    7. Basu, Bibaswan & Sebastian, M.P. & Kar, Arpan Kumar, 2024. "What affects the promoting intention of mobile banking services? Insights from mining consumer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    8. Zhang, Haili & Song, Michael & Wang, Yufan, 2023. "Does AI-infused operations capability enhance or impede the relationship between information technology capability and firm performance?," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    9. Arpan Kumar Kar & Shalini Nath Tripathi & Nishtha Malik & Shivam Gupta & Uthayasankar Sivarajah, 2023. "How Does Misinformation and Capricious Opinions Impact the Supply Chain - A Study on the Impacts During the Pandemic," Annals of Operations Research, Springer, vol. 327(2), pages 713-734, August.
    10. Sullivan, Yulia & Fosso Wamba, Samuel, 2024. "Artificial intelligence and adaptive response to market changes: A strategy to enhance firm performance and innovation," Journal of Business Research, Elsevier, vol. 174(C).
    11. Peng, Leiqing & Luo, Mengting & Guo, Yulang, 2023. "Deposit AI as the “invisible hand†to make the resale easier: A moderated mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    12. Dwivedi, Yogesh K & Shareef, Mahmud A & Akram, Muhammad S & Bhatti, Zeeshan A & Rana, Nripendra P, 2022. "Examining the effects of enterprise social media on operational and social performance during environmental disruption," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    13. Denis Dennehy & Anastasia Griva & Nancy Pouloudi & Yogesh K. Dwivedi & Matti Mäntymäki & Ilias O. Pappas, 2023. "Artificial Intelligence (AI) and Information Systems: Perspectives to Responsible AI," Information Systems Frontiers, Springer, vol. 25(1), pages 1-7, February.
    14. Kawaljeet Kaur Kapoor & Kuttimani Tamilmani & Nripendra P. Rana & Pushp Patil & Yogesh K. Dwivedi & Sridhar Nerur, 2018. "Advances in Social Media Research: Past, Present and Future," Information Systems Frontiers, Springer, vol. 20(3), pages 531-558, June.
    15. Athanasios Polyportis & Nikolaos Pahos, 2024. "Navigating the perils of artificial intelligence: a focused review on ChatGPT and responsible research and innovation," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-10, December.
    16. Song, Mengmeng & Xing, Xinyu & Duan, Yucong & Cohen, Jason & Mou, Jian, 2022. "Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    17. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
    18. Naveena Prakasam & Louisa Huxtable-Thomas, 2021. "Reddit: Affordances as an Enabler for Shifting Loyalties," Information Systems Frontiers, Springer, vol. 23(3), pages 723-751, June.
    19. Tinglong Dai & Sridhar Tayur, 2022. "Designing AI‐augmented healthcare delivery systems for physician buy‐in and patient acceptance," Production and Operations Management, Production and Operations Management Society, vol. 31(12), pages 4443-4451, December.
    20. Muhammad Nur Firdaus Nasir & Iqbal Jaapar & Walid Muhmmad Syafrien Effendi & Fadly Mohamed Sharif & Khairulwafi Mamat & Nurul Farhana Nasir, 2024. "Exploring the Role of Artificial Intelligence in the Design Industry: Client Satisfaction through Enhancing Quality while Preserving Human Creativity," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3s), pages 4538-4543, October.

    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:spr:infosf:v:25:y:2023:i:3:d:10.1007_s10796-022-10293-2. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.