{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,1]],"date-time":"2026-08-01T09:13:46Z","timestamp":1785575626596,"version":"3.56.0"},"reference-count":111,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2022,5,3]],"date-time":"2022-05-03T00:00:00Z","timestamp":1651536000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2022,12,5]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Information Systems research on emotions in relation to using technology largely holds essentialist assumptions about emotions, focuses on negative emotions and treats technology as a token or as a black box, which hinders an in-depth understanding of distinctions in the emotional experience of using artificial intelligence (AI) technology in context. This research focuses on understanding employees' emotional experiences of using an AI chatbot as a specific type of AI system that learns from how it is used and is conversational, displaying a social presence to users. The research questions how and why employees experience emotions when using an AI chatbot, and how these emotions impact its use.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>An interpretive case study approach and an inductive analysis were adopted for this study. Data were collected through interviews, documents review and observation of use.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The study found that employee appraisals of chatbots were influenced by the form and functional design of the AI chatbot technology and its organisational and social context, resulting in a wider repertoire of appraisals and multiple emotions. In addition to positive and negative emotions, users experienced connection emotions. The findings show that the existence of multiple emotions can encourage continued use of an AI chatbot.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This research extends information systems literature on emotions by focusing on the lived experiences of employees in their actual use of an AI chatbot, while considering its characteristics and its organisational and social context. The findings inform the emerging literature on AI.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-04-2021-0328","type":"journal-article","created":{"date-parts":[[2022,5,2]],"date-time":"2022-05-02T01:37:27Z","timestamp":1651455447000},"page":"1714-1743","source":"Crossref","is-referenced-by-count":135,"title":["Hope, tolerance and empathy: employees' emotions when using an AI-enabled chatbot in\u00a0a\u00a0digitalised workplace"],"prefix":"10.1108","volume":"35","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-4040-7932","authenticated-orcid":false,"given":"Lorentsa","family":"Gkinko","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5434-9716","authenticated-orcid":false,"given":"Amany","family":"Elbanna","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2022,5,3]]},"reference":[{"issue":"5","key":"key2022120108090560200_ref001","doi-asserted-by":"crossref","first-page":"570","DOI":"10.1080\/0960085X.2018.1435230","article-title":"How does tech make you feel?\u2019 A review and examination of negative affective responses to technology use","volume":"27","year":"2018","journal-title":"European Journal of Information Systems"},{"issue":"8","key":"key2022120108090560200_ref002","doi-asserted-by":"crossref","first-page":"7","DOI":"10.5120\/ijca2018917606","article-title":"Review of chatbots design techniques article in international journal of computer applications","volume":"181","year":"2018","journal-title":"International Journal of Computer Applications"},{"issue":"3","key":"key2022120108090560200_ref003","doi-asserted-by":"crossref","first-page":"469","DOI":"10.1287\/isre.1100.0335","article-title":"The digitization of healthcare: boundary risks, emotion, and consumer willingness to disclose personal health information","volume":"22","year":"2011","journal-title":"Information Systems Research"},{"issue":"3","key":"key2022120108090560200_ref004","doi-asserted-by":"crossref","first-page":"283","DOI":"10.1086\/519498","article-title":"On the consumption of negative feelings","volume":"34","year":"2007","journal-title":"Journal of Consumer Research"},{"key":"key2022120108090560200_ref005","first-page":"183","article-title":"Living up to the chatbot hype: the influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions","volume-title":"Computers in Human Behavior","year":"2018"},{"key":"key2022120108090560200_ref007","doi-asserted-by":"crossref","first-page":"100239","DOI":"10.1016\/j.cosrev.2020.100239","article-title":"Conversational agents in business: a systematic literature review and future research directions","volume":"36","year":"2020","journal-title":"Computer Science Review"},{"issue":"3","key":"key2022120108090560200_ref008","doi-asserted-by":"crossref","first-page":"493","DOI":"10.2307\/25148693","article-title":"Understanding user responses to information technology: a coping model of user adaptation","volume":"29","year":"2005","journal-title":"MIS Quarterly: Management Information Systems"},{"issue":"4","key":"key2022120108090560200_ref009","doi-asserted-by":"crossref","first-page":"689","DOI":"10.2307\/25750701","article-title":"The other side of acceptance: studying the direct and indirect effects of emotions on information technology use","volume":"34","year":"2010","journal-title":"MIS Quarterly: Management Information Systems"},{"issue":"4","key":"key2022120108090560200_ref010","first-page":"ix","article-title":"Special issue editorial: artificial intelligence in organizations: current state and future opportunities","volume":"19","year":"2020","journal-title":"MIS Quarterly Executive"},{"key":"key2022120108090560200_ref011","first-page":"755","article-title":"Investigating goal conflict as a source of mixed emotions","volume-title":"Cognition and Emotion","year":"2015"},{"key":"key2022120108090560200_ref012","doi-asserted-by":"crossref","first-page":"456","DOI":"10.1162\/105474603322761270","article-title":"Toward a more robust theory and measure of social presence: review and suggested criteria","volume":"12","year":"2003","journal-title":"Presence: Teleoperators and Virtual Environments"},{"issue":"4","key":"key2022120108090560200_ref013","doi-asserted-by":"crossref","first-page":"837","DOI":"10.25300\/MISQ\/2015\/39.4.5","article-title":"What do systems users have to fear? 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