본문 바로가기
KERD
논문KCI 등재

직장인의 인공지능 기술 사용의도: 기술에 대한 지각된 유용성과 신뢰, 조직지원인식의 역할을 중심으로

Employees’ intention to use artificial intelligence: Roles of perceived usefulness, trust, and perceived organizational support

정예슬|박지영
한국산업및조직심리학회 (Korean Society for Industrial and Organizational Psychology)|2021.05|한국심리학회지: 산업 및 조직 (Korean Journal of Industrial and Organizational Psychology)|제34권 제2호|pp. 183-211|DOI https://doi.org/10.24230/kjiop.v34i2.183-211

0

조회

0

다운로드

17

인용

0

참고문헌

키워드

인공지능사용의도intention to useArtificial intelligence지각된 유용성조직지원인식perceived organizational support정서적 신뢰인지적 신뢰perceived usefulnesscognitive trustaffective trust
주제분류심리과학

초록

4차 산업혁명 시대에 진입한 지금 인공지능 기술의 도입과 사용은 조직과 개인에게 주요한 과제가 되었다. 이에, 본 연구에서는 기술수용모델과 조직에서의 신뢰에 대한 문헌을 기반으로 조직 구성원들의 인공지능 기술 사용의도에 영향을 주는 요인을 살펴보았다. 인공지능 기술의 유용성과 신뢰 수준이 높을수록 사용의도가 높을 것이라고 예상하였고, 유용성과 신뢰의 관계에서 조직지원인식의 역할을 살펴보았다. 국내 직장인을 대상으로 시나리오를 활용한 실험 연구를 진행한 결과, 인공지능 기술의 지각된 유용성이 높을수록 인지적 신뢰와 정서적 신뢰 수준이 높았으며 이는 인공지능 기술의 사용의도를 높이는 원인이 되었다. 인지적 신뢰와 정서적 신뢰는 지각된 유용성과 사용의도의 관계를 완전 매개하였으며 매개 효과는 성별, 나이, 인공지능 기술을 사용해 본 경험을 통제했을 때도 유의하였다. 또, 지각된 유용성과 정서적 신뢰의 관계는 조직지원인식에 따라 달라지는 것으로 밝혀졌다. 즉, 조직지원인식이 높을 때는 지각된 유용성의 수준에 관계없이 정서적 신뢰가 높았지만, 조직지원인식이 낮을 때는 지각된 유용성이 높아질수록 정서적 신뢰 수준이 높아졌다. 본 연구 결과를 바탕으로 연구의 의의, 한계점 및 후속 연구에 대한 제언을 논의하였다.

Abstract

As the world is at the beginning of a Fourth Industrial Revolution, using and applying artificial intelligence (AI) has become a significant task for organizations and individuals. In this study, based on the technology acceptance model and literature on trust at organizations, we investigated factors that influence employees’ intention to use AI. We hypothesized that perceived usefulness of AI and trust would increase employees’ intention to use AI, and examined the role of perceived organizational support on the effects of perceived usefulness on trust. Using an experimental study, we found that Korean employees with high levels of perceived usefulness of AI reported higher levels of cognitive trust and affective trust than their counterparts. Cognitive trust and affective trust fully mediated the effects of perceived usefulness of AI on intention to use it, and the effects remained significant even after accounting for the effects of age, gender, and prior experience of using AI. We also found that perceived organizational support moderated the effect of perceived usefulness of AI on affective trust such that its effect was positive only for those with low perceived organizational support. For those with high perceived organizational support, affective trust toward AI did not vary depending on perceived usefulness of AI. Based on these findings, we discussed implications, limitations, and recommendations for future research.

참고문헌 (62)

  1. Aiken, L. S., "Multiple regression: Testing and interpreting interactions" (1991), Sage
  2. Timothy W. Bickmore, "Tinker: a relational agent museum guide", Autonomous Agents and Multi-Agent Systems, 27(2), pp.254~276 (2013), Springer Science and Business Media LLC[DOI]
  3. Blau, P. M., "Exchange and power in social life" (1964), Wiley
  4. E. Broadbent, "Acceptance of Healthcare Robots for the Older Population: Review and Future Directions", International Journal of Social Robotics, 1(4), pp.319~330 (2009), Springer Science and Business Media LLC[DOI]
  5. David Brougham, "Smart Technology, Artificial Intelligence, Robotics, and Algorithms (STARA): Employees’ perceptions of our future workplace", Journal of Management & Organization, 24(2), pp.239~257 (2018), Cambridge University Press (CUP)[DOI]
  6. Stephen Cave, "Hopes and fears for intelligent machines in fiction and reality", Nature Machine Intelligence, 1(2), pp.74~78 (2019), Springer Science and Business Media LLC[DOI]
  7. Jason A. Colquitt, "Justice at the millennium: A meta-analytic review of 25 years of organizational justice research.", Journal of Applied Psychology, 86(3), pp.425~445 (2001), American Psychological Association (APA)[DOI]
  8. Jason A. Colquitt, "Trends in Theory Building and Theory Testing: A Five-Decade Study of the Academy of Management Journal", Academy of Management Journal, 50(6), pp.1281~1303 (2007), Academy of Management[DOI]
  9. Fred D. Davis, "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology", MIS Quarterly, 13(3), pp.319~ (1989), JSTOR[DOI]
  10. Beibei Dong, "The effects of customer participation in co-created service recovery", Journal of the Academy of Marketing Science, 36(1), pp.123~137 (2008), Springer Science and Business Media LLC[DOI]
  11. Robert Eisenberger, "Reciprocation of perceived organizational support.", Journal of Applied Psychology, 86(1), pp.42~51 (2001), American Psychological Association (APA)[DOI]
  12. Robert Eisenberger, "Perceived organizational support and employee diligence, commitment, and innovation.", Journal of Applied Psychology, 75(1), pp.51~59 (1990), American Psychological Association (APA)[DOI]
  13. "2020 Macromill EMBRAIN" (2020)[URL]
  14. Fast, E., "Long-term trends in the public perception of artificial intelligence", Thirty-First AAAI Conference on Artificial Intelligence (2017)
  15. Fishbein, M., "Belief; attitude, intention and behavior: An introduction to theory and research" (1975), Addison-Wesley
  16. Funder, D. C., "Evaluating effect size in psychological research : Sense and nonsense", Advances in Methods and Practices in Psychological Science, 2(2), pp.156~168 (2019)[DOI]
  17. Ilaria Gaudiello, "Trust as indicator of robot functional and social acceptance. An experimental study on user conformation to iCub answers", Computers in Human Behavior, 61, pp.633~655 (2016), Elsevier BV[DOI]
  18. Lois A. Gelfand, "Mediation Analysis: A Retrospective Snapshot of Practice and More Recent Directions", The Journal of General Psychology, 136(2), pp.153~178 (2009), Informa UK Limited[DOI]
  19. Gignac, G. E., "Effect size guidelines for individual differences researchers", Personality and Individual Differences, 102, pp.74~78 (2016)[DOI]
  20. Omri Gillath, "Attachment and trust in artificial intelligence", Computers in Human Behavior, 115, pp.106607~ (2021), Elsevier BV[DOI]
  21. Ella Glikson, "Human Trust in Artificial Intelligence: Review of Empirical Research", Academy of Management Annals, 14(2), pp.627~660 (2020), Academy of Management[DOI]
  22. Gombolay, M. C., "Decision-making authority, team efficiency and human worker satisfaction in mixed human-robot teams", Autonomous Robots, 39(3), pp.293~312 (2015)[DOI]
  23. Yoo Jin Ha, "Calling and work-related outcomes : career commitment as a mediator and person-supervisor fit and perceived organizational support as moderators", 박사, Dept. of Psychology, pp.2013
  24. J. Richard Hackman, "Development of the Job Diagnostic Survey.", Journal of Applied Psychology, 60(2), pp.159~170 (1975), American Psychological Association (APA)[DOI]
  25. Andrew F. Hayes, "Beyond Baron and Kenny: Statistical Mediation Analysis in the New Millennium", Communication Monographs, 76(4), pp.408~420 (2009), Informa UK Limited[DOI]
  26. Monika Hengstler, "Applied artificial intelligence and trust—The case of autonomous vehicles and medical assistance devices", Technological Forecasting and Social Change, 105, pp.105~120 (2016), Elsevier BV[DOI]
  27. Stevan E. Hobfoll, "Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences", Annual Review of Organizational Psychology and Organizational Behavior, 5(1), pp.103~128 (2018), Annual Reviews[DOI]
  28. Lawrence R. James, "Mediators, moderators, and tests for mediation.", Journal of Applied Psychology, 69(2), pp.307~321 (1984), American Psychological Association (APA)[DOI]
  29. Devon Johnson, "Cognitive and affective trust in service relationships", Journal of Business Research, 58(4), pp.500~507 (2005), Elsevier BV[DOI]
  30. Timothy A. Judge, "The job satisfaction–job performance relationship: A qualitative and quantitative review.", Psychological Bulletin, 127(3), pp.376~407 (2001), American Psychological Association (APA)[DOI]
  31. (2019)[URL]
  32. Andreas Kaplan, "Siri, Siri, in my hand: Who’s the fairest in the land? On the interpretations, illustrations, and implications of artificial intelligence", Business Horizons, 62(1), pp.15~25 (2019), Elsevier BV[DOI]
  33. 김지현, "간편형 한국어 BFI(Big Five Inventory) 타당화 연구", 인간이해, 32(1), pp.47~65 (2011), 학생생활상담연구소
  34. Bård Kuvaas, "Constructive Supervisor Feedback is not Sufficient: Immediacy and Frequency is Essential", Human Resource Management, 56(3), pp.519~531 (2017), Wiley[DOI]
  35. 권순홍, "인공지능 스피커 사용의도에 관한 연구", 한국컴퓨터정보학회논문지, 25(1), pp.199~206 (2020), 한국컴퓨터정보학회[DOI]
  36. 이근수, "소비자의 지각된 위험과 지각된 혜택에 따른 온라인 여행사(OTA)에서 호텔 직접예약으로의 전환의도에 관한 연구", 호텔경영학연구, 28(6), pp.107~126 (2019), 한국호텔외식관광경영학회[DOI]
  37. 이환우, "채용 전형에서 인공지능 기술 도입이 입사 지원의도에 미치는 영향", 정보시스템연구, 28(2), pp.25~52 (2019), 한국정보시스템학회[DOI]
  38. J. D. Lee, "Trust in Automation: Designing for Appropriate Reliance", Human Factors: The Journal of the Human Factors and Ergonomics Society, 46(1), pp.50~80 (2004), Oxford University Press (OUP)[DOI]
  39. Jun (Justin) Li, "Hotel employee's artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate", Tourism Management, 73, pp.172~181 (2019), Elsevier BV[DOI]
  40. Yuhua Liang, "Fear of Autonomous Robots and Artificial Intelligence: Evidence from National Representative Data with Probability Sampling", International Journal of Social Robotics, 9(3), pp.379~384 (2017), Springer Science and Business Media LLC[DOI]
  41. Madsen, M., "Measuring human-computer trust", 11th Australasian conference on information systems, 53, pp.6~8 (2000)
  42. Roger C. Mayer, "An Integrative Model Of Organizational Trust", Academy of Management Review, 20(3), pp.709~734 (1995), Academy of Management[DOI]
  43. Daniel J. McAllister, "Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations", Academy of Management Journal, 38(1), pp.24~59 (1995), Academy of Management[DOI]
  44. D. Harrison McKnight, "The impact of initial consumer trust on intentions to transact with a web site: a trust building model", The Journal of Strategic Information Systems, 11(3-4), pp.297~323 (2002), Elsevier BV[DOI]
  45. Albert Mehrabian, "Immediacy: an indicator of attitudes in linguistic communication", Journal of Personality, 34(1), pp.26~34 (1966), Wiley[DOI]
  46. Nass, C., "Computers are social actors", Proceedings of the SIGCHI conference on Human factors in computing systems, pp.72~78 (1994)
  47. (2020)[URL]
  48. 박준기, "IT컨설팅에서 인지적 신뢰와 정서적 신뢰에 관한 연구", 한국IT서비스학회지, 12(3), pp.39~54 (2013), 한국IT서비스학회[DOI]
  49. Park, S., "An understanding the factors influencing satisfaction and continued use intention of AI speakers: Focusing on the utilitarian and hedonic values", Information and Society, 19(3), pp.159~182 (2018)
  50. 박지영, "인공지능의 유능함에 대한 인식이 직장인의 직무불안정성과 냉소주의에 미치는 영향: 일의 의미의 조절된 매개효과", 한국심리학회지: 산업 및 조직, 33(2), pp.145~175 (2020), 한국산업및조직심리학회[DOI]
  51. D. Pinto dos Santos, "Medical students' attitude towards artificial intelligence: a multicentre survey", European Radiology, 29(4), pp.1640~1646 (2019), Springer Science and Business Media LLC[DOI]
  52. Prentice, C., "Emotional intelligence or artificial intelligence-an employee perspective", Journal of Hospitality Marketing & Management, 29(4), pp.377~403 (2020)[DOI]
  53. Rhoades, L., "Perceived organizational support : a review of the literature", Journal of Applied Psychology, 87(4), pp.698~714 (2002)[DOI]
  54. Edward L. Deci, "The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior", Psychological Inquiry, 11(4), pp.227~268 (2000), Informa UK Limited[DOI]
  55. F. David Schoorman, "An Integrative Model of Organizational Trust: Past, Present, and Future", Academy of Management Review, 32(2), pp.344~354 (2007), Academy of Management[DOI]
  56. Daniel B. Shank, "Feeling our way to machine minds: People's emotions when perceiving mind in artificial intelligence", Computers in Human Behavior, 98, pp.256~266 (2019), Elsevier BV[DOI]
  57. Viswanath Venkatesh, "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies", Management Science, 46(2), pp.186~204 (2000), Institute for Operations Research and the Management Sciences (INFORMS)[DOI]
  58. Sheila Simsarian Webber, "Development of Cognitive and Affective Trust in Teams", Small Group Research, 39(6), pp.746~769 (2008), SAGE Publications[DOI]
  59. (2019)[URL]
  60. 유태용, "창간 30주년 ‘한국심리학회지: 산업 및 조직’ 내용분석 및 제언", 한국심리학회지: 산업 및 조직, 32(3), pp.297~362 (2019), 한국산업및조직심리학회[DOI]
  61. 윤명숙, "전문포털의 웹사이트 특성이 e-신뢰에 미치는 영향", 한국콘텐츠학회 논문지, 6(7), pp.1~12 (2006), 한국콘텐츠학회
  62. Artificial intelligence: American attitudes and trends, "Zhang, B.", SSRN, ~, pp.3312874 (2019)

관련 논문AI추천

인공지능 기술의 수용성에 미치는 공정세상믿음의 효과김시내, 손영우한국심리학회 · 한국심리학회지:일반2020 · 제39권 제4호인공지능 기술 적용에 대한 한국 직장인의 태도: 척도 개발 및 타당화 연구김시내, 박지영한국산업및조직심리학회 · 한국심리학회지: 산업 및 조직2024 · 제37권 제2호인공지능 기술수용과 윤리성 인식이 이용의도에 미치는 영향고영화, 임춘성한국디지털정책학회 · 디지털융복합연구2021 · 제19권 제3호채용 과정에서 인공지능 기술 적용이 조직 매력도에 미치는 영향: 언제 왜 조직 매력도를 향상시키는가?박지영, 정예슬한국산업및조직심리학회 · 한국심리학회지: 산업 및 조직2023 · 제36권 제4호인공지능의 유능함에 대한 인식이 직장인의 직무불안정성과 냉소주의에 미치는 영향: 일의 의미의 조절된 매개효과박지영, 정예슬한국산업및조직심리학회 · 한국심리학회지: 산업 및 조직2020 · 제33권 제2호AI 채용 시스템의 공정성, 신뢰성, 혁신특성이 이용자의 태도에 미치는 영향심동녘, 인혁준한국상품학회 · 상품학연구2023 · 제41권 제5호

이 간행물의 다른 논문 (5건)

그릿과 직무만족 간의 관계: 목표-현재 일자리 일치도의 매개효과와 사회경제적지위의 조절효과손영우, 이수란, 정수진pp. 153-182Machine Learning Approach to Personality Assessment and Its Application to Personnel Selection: A Brief Review of the Current Research and Suggestions for the Future안혜련, 옥지수pp. 213-236조절초점 조직문화가 혁신적 업무행동에 미치는 영향: 긍정적 및 부정적 피드백 추구행동의 매개효과현광은, 허창구, 권은아pp. 237-260제조업 사무직 종사자의 직무 스트레스가 알코올 조절실패에 미치는 영향: 대처 음주동기를 통한 고통감내력의 조절된 매개효과홍형기, 김현진pp. 261-285성격 다양성이 삶의 만족과 직무 수행에 미치는 영향: 숙달 접근 목표 지향성의 매개 효과박영석, 박지훈pp. 287-318
원문 보기