Determinants of Using AI-Based Chatbots for Knowledge Sharing: Evidence From PLS-SEM and Fuzzy Sets (fsQCA)

Mostafa Al-Emran*, Adi Ahmad Alqudah, Ghazanfar Ali Abbasi, Mohammed A. Al-Sharafi, Mohammad Iranmanesh

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

23 Scopus citations

Abstract

While adopting chatbots powered by artificial intelligence could enhance knowledge sharing, it also causes challenges due to the 'dark side' of these agents. However, research on the factors influencing chatbots for knowledge sharing is lacking. To bridge this gap, we developed the integrated chatbot acceptance-avoidance model, which looks at the positive and negative determinants of using chatbots for knowledge sharing. Through a comprehensive questionnaire survey of 447 students, the research model is evaluated using the partial least squares-structural equation modeling (PLS-SEM), a symmetric approach, and fuzzy set qualitative comparative analysis (fsQCA) as an asymmetric approach. The PLS-SEM results supported the positive role of performance expectancy, effort expectancy, and habit and the negative role of perceived threats in affecting chatbot use for knowledge sharing. Although PLS-SEM results revealed that social influence, facilitating conditions, and hedonic motivation have no impact on chatbot use, the fsQCA analysis revealed that all factors might play a role in shaping the use of chatbots. In addition to the theoretical contributions, the findings provide several managerial implications for universities, instructors, and chatbot developers to help them make insightful decisions and promote the use of chatbots.

Original languageEnglish
Pages (from-to)4985-4999
Number of pages15
JournalIEEE Transactions on Engineering Management
Volume71
DOIs
StatePublished - 2024

Bibliographical note

Publisher Copyright:
© 1988-2012 IEEE.

Keywords

  • Chatbot
  • fuzzy set qualitative comparative analysis (fsQCA)
  • knowledge sharing
  • partial least squares-structural equation modeling (PLS-SEM)
  • technology adoption

ASJC Scopus subject areas

  • Strategy and Management
  • Electrical and Electronic Engineering

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