Dark Personalities at Work: How Service Employees’ Dark Triad Traits Shape Acceptance of Generative AI

As generative AI (Gen-AI) tools are increasingly used in service settings, understanding what drives or hinders individual employees’ acceptance is essential for successful implementation. While technical readiness and ethical concerns are frequently discussed, little is known about how personality traits such as narcissism, Machiavellianism, and psychopathy shape trust and acceptance of Gen-AI at work. This study investigates the influence of Dark Triad traits on trust in Gen-AI—differentiated as human-like vs. functional trust—and their impact on acceptance in the service sector. A mixed-methods design was applied, combining a quantitative survey (N = 329, analyzed via SEM and PROCESS) with ten follow-up expert interviews, analyzed using thematic analysis. Narcissism was positively linked to both trust dimensions and Gen-AI acceptance, while Machiavellianism reduced trust and acceptance. Psychopathy showed more complex and partially contradictory effects. Expert interviews provided deeper insights, suggesting that narcissists embrace Gen-AI for self-promotion, while Machiavellians remain skeptical due to control concerns. The findings highlight the importance of personality-aware AI adoption strategies. Organizations should foster transparency and support trust-building to address different personality-driven motivations and barriers.