How Perceived Lack of Benevolence Harms Trust of Artificial Intelligence Management

• 成果类型: Article
• 署名作者: Li, Mingyu; Bitterly, T. Bradford
• 署名单位: Hong Kong University of Science & Technology
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/apl0001200
• 发表日期: 2024
• 页码: 1794-1816
• 关键词: trust; benevolence; emotions; artificial intelligence management

摘要

As organizations continue to supplement and replace human management with artificial intelligence (AI), it is essential that we understand the factors that influence employees' trust in AI management. Across one preregistered field study, where we survey 400 delivery riders in Mainland China, and three preregistered experiments (total N = 2,350), we find that AI management is perceived as less benevolent than human management. Given that benevolence is an important antecedent of trust in leaders, this perception has a negative effect on trust in AI management, even when controlling for perceived ability and integrity. Employees prefer human management to AI management in high empathy demand contexts, where individuals seek management that can empathize and experience the emotions that they are feeling, as opposed to low empathy demand contexts. These findings deepen our understanding of trust and provide important theoretical and practical insights on the implementation and adoption of AI management.