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How employee trust in AI drives performance and adoption

2025-01-22
(Press-News.org) Many companies are making substantial investments in artificial intelligence (AI), which can enhance decision-making processes, foster innovation, increase productivity, and have other advantages. New research published in the Journal of Management Studies shows that company employees’ perceptions of how well AI performs (cognitive trust) and feelings towards AI (emotional trust) vary, and that these perceptions can affect AI performance and adoption in organizations.

Interviews with employees of a medium-sized software development firm revealed four different trust configurations: full trust (high cognitive/high emotional), full distrust (low cognitive/low emotional), uncomfortable trust (high cognitive/low emotional), and blind trust (low cognitive/high emotional).

Employees exhibited distinct behaviors under these different trust configurations: some responded by detailing their digital footprints, while others engaged in manipulating, confining, or withdrawing them. These behaviors triggered a “vicious cycle,” where biased and unbalanced data inputs degraded AI performance, further eroding trust and stalling adoption.

The findings could provide insights into how managers should introduce AI into the workplace.

“AI adoption isn’t just a technological challenge—it’s a leadership one. Success hinges on understanding trust, addressing emotions, and meeting employees where they are,” said corresponding author Natalia Vuori, DSc, of Aalto University, in Finland. “Without this human-centered approach, even the smartest AI will fail to deliver on its promise.”

URL upon publication: https://onlinelibrary.wiley.com/doi/10.1111/JOMS.13177

 

Additional Information

NOTE: The information contained in this release is protected by copyright. Please include journal attribution in all coverage. For more information or to obtain a PDF of any study, please contact: Sara Henning-Stout, newsroom@wiley.com.

About the Journal
The Journal of Management Studies is a globally respected, multidisciplinary business and management journal with a long-established history of excellence in management research. We publish innovative empirical and conceptual articles which advance the fields of management and organization, welcoming contributions relevant to organization theory, organizational behaviour, human resource management, strategy, international business, entrepreneurship, innovation and critical management studies. We have an inclusive ethos and open to a wide range of methodological approaches and philosophical underpinnings.

About Wiley      
Wiley is one of the world’s largest publishers and a trusted leader in research and learning. Our industry-leading content, services, platforms, and knowledge networks are tailored to meet the evolving needs of our customers and partners, including researchers, students, instructors, professionals, institutions, and corporations. We empower knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities. For more than two centuries, Wiley has been delivering on its timeless mission to unlock human potential. Visit us at Wiley.com. Follow us on Facebook, X, LinkedIn and Instagram.

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[Press-News.org] How employee trust in AI drives performance and adoption