期刊
JOURNAL OF BUSINESS RESEARCH
卷 142, 期 -, 页码 572-584出版社
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2022.01.015
关键词
Digital assistant; Artificial intelligence; Digitalisation; Satisfaction; Job engagement; Productivity
类别
资金
- Engineering and Physical Sciences Research Council (EPSRC): PACE: Privacy-Aware Cloud Ecosystems [EP/R033293/1]
- Research England's Connecting Capability Fund award -Promoting the Internet of Things via Collaboration between HEIs and Industry (Pitch-In) [CCF18-7157]
- EPSRC [EP/R033293/1] Funding Source: UKRI
This paper empirically explores the factors influencing individuals' satisfaction with AI-based digital assistants in the workplace and the impact of satisfaction on productivity and job engagement. The findings indicate that performance expectancy, perceived enjoyment, intelligence, social presence, and trust are positively associated with satisfaction with digital assistants, and satisfaction is correlated with productivity and engagement.
Digital assistants based on artificial intelligence (AI) have been increasingly used in contexts beyond homeoriented services to support individuals in carrying out work-related tasks. Given the lack of empirical evidence on this fast-developing area, this paper aims (1) to explore the factors which can lead to individuals' satisfaction with the use of technology, and (2) to examine the impact of satisfaction on productivity and job engagement. The model was tested using 536 responses from individuals who used digital assistants for work purposes. Results showed that performance expectancy, perceived enjoyment, intelligence, social presence and trust were positively related to satisfaction with digital assistants. Satisfaction with the digital assistants was found to correlate with productivity and engagement. The findings contribute to the literature focusing on the use of AI-based technology supporting and complementing work tasks. They also offer practical recommendations as to how digital assistants could be used in the workplace.
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