Ludmila Zhdanova1, Erin Sveinbjornson2 1 Kwantlen Polytechnic University, 12666 72 Ave Surrey, BC V3W2M8, Canada
2 Ernst & Young LLP, Vancouver, BC Canada Artificial intelligence is critical in high impact service industry as it has the potential to significantly enhance consumer wellbeing by improving service accuracy, efficiency, and precision.However, the rapid integration of artificial intelligence into the workplace has resulted in fear and anxiety related to implementation, as well as a general dissatisfaction and discontinued usage of the system. In theory, organizational context and policy have a significant impact on user attitudes towards and intent to use artificial intelligence. Purpose. This study examined expanded the Technology Acceptance Model using bootstrap mediational analyses on a sample of employees in organizations that utilize narrow artificial intelligence within the high impact service industry (i.e., healthcare, law, finance) in Canada and the United States. Method. The sample (N = 78) consisted of 46.3% males, 49.9% females, and 3.8% who preferred not to say. All participants in the sample were full-time employees, ensuring that each participant had adequate exposure to the organizational norms and practices. Participants for this quantitative correlational study were recruited from organizations who utilize narrow AI or are the system developers of the AI. Interested individuals accessed the survey by usingthe link in the recruitment materials to an on-line survey hosted on the Survey Monkey platform. The questionnaire included items about communication climate, AI-communication climate, procedural justice, AI-procedural justice, training and development opportunities, AI training and development opportunities, perceptions of AI system, trust in Narrow AI, direct trust in AI, behavioral intent to use, experience and beliefs in AI. Findings. Study results demonstrate that more positive perceptions of procedural justice and communication climate relate to positive perceptions of usefulness and thus, trust in AI which in turn, relates to higher levels of intent to use.

Citation: Zhdanova L., Sveinbjornson E. (2025) Expanding the technology acceptance model: Trust asa mediator in the relationship between environmental factors and intent to use narrow AI. Organizational Psychology, vol. 15, no 1, pp. 86-103.

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