The Effects of Job and User Characteristics on the Perceived Usefulness and Use Continuance Intention of Generative Artificial Intelligence Chatbots at Work

Abstract

Although generative artificial intelligence (AI) chatbots have recently attracted a lot of attention, the antecedents of their user perceptions as well as their use intention and actual use at work remain poorly understood. In this study, we aim to address this gap from the socio-technical perspective of information systems (IS) research by examining how the perceived usefulness and use continuance intention of generative AI chatbots at work are affected by the job and personal characteristics of their users. The examination is based on a sample of 338 current or prior users of generative AI chatbots at work that was collected via an online survey in the summer of 2023 and is analysed with covariance-based structural equation modelling (CB-SEM). We find the effects of both job and user characteristics on the perceived usefulness and use continuance intention of generative AI chatbots at work to be relatively weak, whereas perceived usefulness is found to act as a strong antecedent of use continuance intention. Finally, we discuss the contributions of the study from both theoretical and practical perspectives.