Examining Generational Differences in Technology Acceptance Factors of AI Bots in the Workplace

This study investigates generational differences in the acceptance of AI-based technologies (AI bots) in the workplace, with a focus on Generation X, Millennials, and Generation Z. Using the Unified Theory of Acceptance and Use of Technology (UTAUT) as a framework, the research explores how extrinsic and intrinsic determinants of technology adoption vary by generation. Data from 201 customer service agents were analyzed using fuzzy-set Qualitative Comparative Analysis (fsQCA) to identify the necessary and sufficient conditions driving technology acceptance across generations. Results reveal distinct generational profiles rooted in the combination of technology acceptance determinants. Hedonic motivation is central for Generation Z. Facilitating conditions should be designed to support an experience of self-efficacy and enjoyment. Differently, Millennials and Generation X prioritize tech-savviness for their adoption of technology in work processes. The ability to adapt new technology effortlessly and to gain in job performance from technology is important for the design of facilitating conditions. The findings highlight a generational chasm in how technology is perceived and adopted, with implications for tailored organizational strategies. Managers must align technology deployment approaches with the unique motivations and capabilities of each generation to ensure effective digital transformation.