The role of institutional and self in the formation of trust in artificial intelligence technologies

Wong, Lai-Wan; Tan, Garry Wei-Han; Ooi, Keng-Boon; Dwivedi, Yogesh

doi:10.1108/intr-07-2021-0446

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The role of institutional and self in the formation of trust in artificial intelligence technologies

Lai-Wan Wong

, Garry Wei-Han Tan

, Keng-Boon Ooi

, Yogesh Dwivedi

Internet Research, Volume: 34, Issue: 2, Pages: 343 - 370

Swansea University Author: Yogesh Dwivedi

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DOI (Published version): 10.1108/intr-07-2021-0446

Abstract

Purpose: The deployment of artificial intelligence (AI) technologies in travel and tourism has received much attention in the wake of the pandemic. While societal adoption of AI has accelerated, it also raises some trust challenges. Literature on trust in AI is scant, especially regarding the vulner...

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Published in:	Internet Research
ISSN:	1066-2243
Published:	Emerald 2024
Online Access:	Check full text
URI:	https://cronfa.swan.ac.uk/Record/cronfa62227
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first_indexed	2022-12-31T16:17:51Z
last_indexed	2023-02-04T04:13:24Z
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spelling	v2 62227 2022-12-31 The role of institutional and self in the formation of trust in artificial intelligence technologies d154596e71b99ad1285563c8fdd373d7 0000-0002-5547-9990 Yogesh Dwivedi Yogesh Dwivedi true false 2022-12-31 CBAE Purpose: The deployment of artificial intelligence (AI) technologies in travel and tourism has received much attention in the wake of the pandemic. While societal adoption of AI has accelerated, it also raises some trust challenges. Literature on trust in AI is scant, especially regarding the vulnerabilities faced by different stakeholders to inform policy and practice. This work proposes a framework to understand the use of AI technologies from the perspectives of institutional and the self to understand the formation of trust in the mandated use of AI-based technologies in travelers. Design/methodology/approach: An empirical investigation using partial least squares-structural equation modeling was employed on responses from 209 users. This paper considered factors related tothe self (perceptions of self-threat, privacy empowerment, trust propensity) and institution (regulatory protection, corporate privacy responsibility) to understand the formation of trust in AI use for travelers. Findings: Results showed that self-threat, trust propensity and regulatory protection influence trust in users on AI use. Privacy empowerment and corporate responsibility do not. Originality/value: Insights from the past studies on AI in travel and tourism are limited. This study advances current literature on affordance and reactance theories to provide a better understanding of what makes travelers trust the mandated use of AI technologies. This work also demonstrates the paradoxicaleffects of self and institution on technologies and their relationship to trust. For practice, this study offers insights for enhancing adoption via developing trust. Journal Article Internet Research 34 2 343 370 Emerald 1066-2243 Artificial intelligence, Trust, Self-threat, Corporate privacy responsibility, Regulatory protection 19 3 2024 2024-03-19 10.1108/intr-07-2021-0446 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University 2024-06-05T16:23:00.4983495 2022-12-31T16:15:31.7953276 Faculty of Humanities and Social Sciences School of Management - Business Management Lai-Wan Wong 0000-0003-1961-8452 1 Garry Wei-Han Tan 0000-0003-2974-2270 2 Keng-Boon Ooi 0000-0002-3384-1207 3 Yogesh Dwivedi 0000-0002-5547-9990 4 62227__26154__52a927a78ac84be1abb82f6c4c12ebd2.pdf FinalManuscript.pdf 2022-12-31T16:17:38.3494303 Output 520433 application/pdf Accepted Manuscript true 2023-01-31T00:00:00.0000000 Copyright © 2023. Distributed under the terms of a Creative Commons Attribution Non Commercial 4.0 License (CC BY-NC 4.0). true eng https://creativecommons.org/licenses/by-nc/4.0/
title	The role of institutional and self in the formation of trust in artificial intelligence technologies
spellingShingle	The role of institutional and self in the formation of trust in artificial intelligence technologies Yogesh Dwivedi
title_short	The role of institutional and self in the formation of trust in artificial intelligence technologies
title_full	The role of institutional and self in the formation of trust in artificial intelligence technologies
title_fullStr	The role of institutional and self in the formation of trust in artificial intelligence technologies
title_full_unstemmed	The role of institutional and self in the formation of trust in artificial intelligence technologies
title_sort	The role of institutional and self in the formation of trust in artificial intelligence technologies
author_id_str_mv	d154596e71b99ad1285563c8fdd373d7
author_id_fullname_str_mv	d154596e71b99ad1285563c8fdd373d7_***_Yogesh Dwivedi
author	Yogesh Dwivedi
author2	Lai-Wan Wong Garry Wei-Han Tan Keng-Boon Ooi Yogesh Dwivedi
format	Journal article
container_title	Internet Research
container_volume	34
container_issue	2
container_start_page	343
publishDate	2024
institution	Swansea University
issn	1066-2243
doi_str_mv	10.1108/intr-07-2021-0446
publisher	Emerald
college_str	Faculty of Humanities and Social Sciences
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description	Purpose: The deployment of artificial intelligence (AI) technologies in travel and tourism has received much attention in the wake of the pandemic. While societal adoption of AI has accelerated, it also raises some trust challenges. Literature on trust in AI is scant, especially regarding the vulnerabilities faced by different stakeholders to inform policy and practice. This work proposes a framework to understand the use of AI technologies from the perspectives of institutional and the self to understand the formation of trust in the mandated use of AI-based technologies in travelers. Design/methodology/approach: An empirical investigation using partial least squares-structural equation modeling was employed on responses from 209 users. This paper considered factors related tothe self (perceptions of self-threat, privacy empowerment, trust propensity) and institution (regulatory protection, corporate privacy responsibility) to understand the formation of trust in AI use for travelers. Findings: Results showed that self-threat, trust propensity and regulatory protection influence trust in users on AI use. Privacy empowerment and corporate responsibility do not. Originality/value: Insights from the past studies on AI in travel and tourism are limited. This study advances current literature on affordance and reactance theories to provide a better understanding of what makes travelers trust the mandated use of AI technologies. This work also demonstrates the paradoxicaleffects of self and institution on technologies and their relationship to trust. For practice, this study offers insights for enhancing adoption via developing trust.
published_date	2024-03-19T16:22:59Z
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The role of institutional and self in the formation of trust in artificial intelligence technologies

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