IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-04907527.html
   My bibliography  Save this paper

A qualitative study of students’ lived experience and perceptions of using ChatGPT : Immediacy, equity and integrity

Author

Listed:
  • Anna Holland

    (Surrey Business School [Guildford] - UNIS - University of Surrey)

  • Constantin Ciachir

    (Surrey Business School [Guildford] - UNIS - University of Surrey)

Abstract

The lived experience of students in their interaction with ChatGPT is underexplored. We conducted qualitative, semi-structured interviews with management students, who recently graduated, to explore their lived experiences and perceptions of using ChatGPT during their studies. Insights gained from the thematic analysis indicate positive perceptions of individual use of ChatGPT. Perceptions were mixed in relation to peers' use of ChatGPT, especially during group work, where members' "inappropriate" use of ChatGPT can lead to academic misconduct affecting all group members. Three themes emerged from our analysis: immediacy, equity, and integrity. The use of ChatGPT is driven by its immediate reassurance and validation properties, and for its potential to augment performance and creativity. Participants expressed concerns regarding equitable access to software and the risk of devaluing future degrees in the eyes of employers. Integrity was seen and articulated as problematic in the absence of institutional transparency and clear policy. These findings inform our discussion and recommendations – for the use of ChatGPT by students; for learning and teaching at module and programme level; and for policy development. The study contributes to the growing body of literature related to ChatGPT in higher education and emphasises the need to focus on student voice first.

Suggested Citation

  • Anna Holland & Constantin Ciachir, 2025. "A qualitative study of students’ lived experience and perceptions of using ChatGPT : Immediacy, equity and integrity," Post-Print hal-04907527, HAL.
    • Handle: RePEc:hal:journl:hal-04907527
    DOI: 10.1080/10494820.2024.2350655
    Note: View the original document on HAL open archive server: https://hal.science/hal-04907527v1
    as

    Download full text from publisher

    File URL: https://hal.science/hal-04907527v1/document
    Download Restriction: no
    File URL: https://libkey.io/10.1080/10494820.2024.2350655?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
    ---><---

    References listed on IDEAS

    as
    1. Prentice, Catherine & Nguyen, Mai, 2020. "Engaging and retaining customers with AI and employee service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    2. Matthias Söllner & Axel Hoffmann & Jan Marco Leimeister, 2016. "Why different trust relationships matter for information systems users," European Journal of Information Systems, Taylor & Francis Journals, vol. 25(3), pages 274-287, May.
    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 & P. S. Varsha & Shivakami Rajan, 2023. "Unravelling the Impact of Generative Artificial Intelligence (GAI) in Industrial Applications: A Review of Scientific and Grey Literature," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(4), pages 659-689, December.
    2. Soderlund, Magnus & Oikarinen, Eeva-Liisa & Tan, Teck Ming, 2021. "The happy virtual agent and its impact on the human customer in the service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    3. Gunjan Malhotra & Vimi Jham & Nidhi Sehgal, 2022. "Does Psychological Ownership Matter? Investigating Consumer Green Brand Relationships through the Lens of Anthropomorphism," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
    4. He, Wei & Prentice, Catherine & Wang, Xuequn, 2024. "Symmetrical and asymmetrical approaches to brand loyalty– The case of intelligent voice assistants," Journal of Business Research, Elsevier, vol. 183(C).
    5. Jenel Ituriaga & Klint Allen Mariñas & Charmine Sheena Saflor, 2024. "Enhancing Government Services to Rice Farmers in the Philippines: A Service Quality–Sustainability-Focused Approach for Long-Term Agricultural Resilience," Sustainability, MDPI, vol. 16(18), pages 1-24, September.
    6. Chunlin Yuan & Shuman Wang & Yue Liu, 2023. "AI service impacts on brand image and customer equity: empirical evidence from China," Journal of Brand Management, Palgrave Macmillan, vol. 30(1), pages 61-76, January.
    7. Kirshner, Samuel N., 2024. "GPT and CLT: The impact of ChatGPT's level of abstraction on consumer recommendations," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    8. Otterbring, Tobias & Folwarczny, Michał, 2024. "Social validation, reciprocation, and sustainable orientation: Cultivating “clean†codes of conduct through social influence," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    9. Yuan, Chunlin & Zhang, Chenlei & Wang, Shuman, 2022. "Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    10. Qinhai Ma & Mengyi Li & Guanghui Shi & Tianshu Zhou, 2023. "The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic," SN Business & Economics, Springer, vol. 3(11), pages 1-22, November.
    11. Eliza Nichifor & Adrian Trifan & Elena Mihaela Nechifor, 2021. "Artificial Intelligence in Electronic Commerce: Basic Chatbots and Consumer Journey," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 1-87, February.
    12. Li, Dongmei & Han, Xiaoyun, 2021. "Assessing the influence of goal pursuit and emotional attachment on customer engagement behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    13. Chen Yang & Jing Hu, 2022. "When do consumers prefer AI-enabled customer service? The interaction effect of brand personality and service provision type on brand attitudes and purchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 167-189, March.
    14. Han, Xiaoyun & Zheng, Yundan & Prentice, Catherine & Chen, Shuping, 2024. "Firm engagement: Scale development and verification," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    15. 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).
    16. Jiaqi Xu & Xiaofei Tang & En-Chung Chang & Haoyu Peng, 2024. "Working with AI: the impact of organizational intelligent service strategy on employees’ perception of career achievement," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-20, December.
    17. Chun Lei & Md Sazzad Hossain & Elise Wong, 2023. "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
    18. Ana Čuić Tanković & Marina Perišić Prodan, 2024. "Digital Natives' Attitudes towards Blockchain Technology Usage," Central European Business Review, Prague University of Economics and Business, vol. 2024(3), pages 75-93.
    19. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    20. Baoshan Ge & Liyi Zhao, 2022. "The impact of the integration of opportunity and resources of new ventures on entrepreneurial performance: The moderating role of BDAC‐AI," Systems Research and Behavioral Science, Wiley Blackwell, vol. 39(3), pages 440-461, May.

    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:hal:journl:hal-04907527. 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: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    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.