The role of intelligence, trust and interpersonal job characteristics in employees’ AI usage acceptance

To address a research gap on employees as AI users, this study proposed and tested a moderated mediation model investigating several key drivers of employees’ acceptance level of using AI for work. Specifically, this model investigated the direct effect of employees’ perceived intelligence of AI on their acceptance level of using AI for work, as well as the mediating effect of trust between these two factors, with two interpersonal job characteristics (i.e., dealing with others and friendship opportunity) serving as moderators on the relationship between trust and employees’ acceptance level of using AI for work. Employees from businesses which have integrated or about to integrate AI technology into the business operation in Taiwan were the target sample. A total of 398 responses were collected through an online self-administrated questionnaire. Analysis using SPSS PROCESS confirmed the mediating effect of trust, however, the two interpersonal job characteristics, although significant, strengthened instead of weakened the moderated relationships as hypothesized. This study made an important theoretical contribution establishing trust as a key link between perceived intelligence of AI and employees’ acceptance of using AI for work. Suggestions as to why interpersonal job characteristics enhance employees’ trust and thereby usage of AI were also discussed.