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Lookup NU author(s): Davit MarikyanORCiD, Professor Savvas PapagiannidisORCiD, Professor Raj Ranjan, Professor Graham MorganORCiD
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND).
Digital assistants based on artificial intelligence (AI) have been increasingly used in contexts beyond home-oriented services to support individuals in carrying out work-related tasks. Given the lack of empirical evidence on this fast-developing area, this paper aims (1) to explore the factors which can lead to individuals' satisfaction with the use of technology, and (2) to examine the impact of satisfaction on productivity and job engagement. The model was tested using 536 responses from individuals who used digital assistants for work purposes. Results showed that performance expectancy, perceived enjoyment, intelligence, social presence and trust were positively related to satisfaction with digital assistants. Satisfaction with the digital assistants was found to correlate with productivity and engagement. The findings contribute to the literature focusing on the use of AI-based technology supporting and complementing work tasks. They also offer practical recommendations as to how digital assistants could be used in the workplace.
Author(s): Marikyan D, Papagiannidis S, Rana O, Ranjan R, Morgan G
Publication type: Article
Publication status: Published
Journal: Journal of Business Research
Year: 2022
Volume: 142
Pages: 572-584
Print publication date: 01/03/2022
Online publication date: 13/01/2022
Acceptance date: 07/01/2022
Date deposited: 11/01/2022
ISSN (print): 0148-2963
Publisher: Elsevier
URL: https://doi.org/10.1016/j.jbusres.2022.01.015
DOI: 10.1016/j.jbusres.2022.01.015
ePrints DOI: 10.57711/040q-kk45
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