Why Should Users Take the Risk of Sustainable Use of Generative Artificial Intelligence Chatbots

Despite the risks associated with generative AI (GenAI) chatbots, people increasingly use these technologies, which may seem contradictory. This study identified and explored factors and risks related to trust, perceived values, satisfaction, and sustainable use of GenAI chatbots. Relying on IS theories to build a stimulus-organism-response model, the authors tested a model using PLS-SEM with data from 393 ChatGPT users. The results show that user competence and autonomy dramatically increase a user's trust in ChatGPT, and trust improves hedonic value (HV), utilitarian value (UV), value-in-use, perceived task-technology fit (TTF), information accuracy, knowledge acquisition, perceived informativeness, and user satisfaction. In addition to trust, user satisfaction depends on HV, UV, and TTF. The sustainability use of ChatGPT depends on HV and satisfaction. However, perceived privacy concerns, perceived privacy risks, and privacy awareness do not affect consumer trust. There is a complete mediation between trust and sustainability, as well as HV and sustainability.