Mechanisms of cognitive trust development in artificial intelligence among front line employees: An empirical examination from a developing economy
通过对巴基斯坦企业一线员工的两项实证调查，研究了影响员工对人工智能认知信任的因素，发现AI特征有正向影响，工作常规中断有负向影响，数据治理有效性通过信任数据治理间接促进认知信任。
Drawing upon insights from the trust literature, we conducted two empirical surveys with the front-line employees of firms in Pakistan investigating the factors influencing cognitive trust in artificial intelligence (AI). Study1 consisted of 46 in-depth interviews aimed at exploring factors influencing cognitive trust. Based on the findings of Study 1, we developed a framework to enhance employees’ cognitive trust in AI. We then conducted a quantitative survey (study 2) with 314 employees to validate the proposed model. The findings suggest that AI features positively influence the cognitive trust of employees, while work routine disruptions have negative impact on cognitive trust in AI. The effectiveness of data governance was also found to facilitate employees' trust in data governance and subsequently, employees' cognitive trust in AI. We contribute to the technology trust literature, especial in developing economics. We discuss the implications of our findings for both research and practice.