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AuthorPillai, Rajasshrie
AuthorGhanghorkar, Yamini
AuthorSivathanu, Brijesh
AuthorAlgharabat, Raed
AuthorRana, Nripendra P.
Available date2023-07-23T11:25:07Z
Publication Date2023-02-07
Publication NameInformation Technology and People
Identifierhttp://dx.doi.org/10.1108/ITP-04-2022-0287
CitationPillai, R., Ghanghorkar, Y., Sivathanu, B., Algharabat, R., & Rana, N. P. (2023). Adoption of artificial intelligence (AI) based employee experience (EEX) chatbots. Information Technology & People.
ISSN0959-3845
URIhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85147505810&origin=inward
URIhttp://hdl.handle.net/10576/46151
AbstractPurpose: 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.
Languageen
PublisherEmerald Publishing
SubjectAI-Based chatbots
Behavioral reasoning theory
Employee experience
PLS-SEM
TitleAdoption of artificial intelligence (AI) based employee experience (EEX) chatbots
TypeArticle
dc.accessType Abstract Only


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