How Perceived Lack of Benevolence Harms Trust of Ai Management

Authors:

Abstract: 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 pre-registered field study, where we survey 400 delivery riders in Mainland China, and five pre-registered experiments (total N = 3132), we find that AI management is perceived as less benevolent than human management which, given that benevolence is an important antecedent of trust of leaders, has a negative effect on trust in AI management, even when controlling for perceived ability and integrity. Individuals are more likely to switch from AI management to human 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.

Track: TECH

Keywords: Trust; Benevolence; Emotions; AI Management