Understanding generation Z’s credulity toward generative artificial intelligence (GenAI): a qualitative study

Purpose The aim of this paper is to investigate the cognitive and motivational factors underlying the credulity of Generation Z users toward generative artificial intelligence (GenAI) and to trace the consequences of this phenomenon. Design/methodology/approach An exploratory qualitative study was conducted in 2024 involving 36 Vietnamese Generation Z participants (26 in-depth interview participants and 10 focus group participants) who had used GenAI tools such as ChatGPT and Gemini. Data were collected through semi-structured in-depth interviews and focus group interviews and analyzed using Braun and Clarke’s (2006) six-phase thematic analysis framework to explore the cognitive and motivational factors underlying Generation Z’s credulity toward GenAI. Findings The present study revealed that Generation Z users' over-reliance on GenAI is largely motivated by habitual trust, cognitive offloading and emphasis on efficiency rather than accuracy. Besides, artificial intelligence’s (AI’s) persuasive fluency, well-structured output and speedy response render users less critical, particularly under time pressure or in the absence of domain knowledge. Nevertheless, the results also indicated that individuals possessing higher critical thinking abilities or domain expertise are more inclined to question AI output. Originality/value This study is among the earliest studies to specifically examine Generation Z users' credulity towards GenAI, contributing to the literature with the inclusion of Dual-Process Theory and Cognitive Miser Theory concepts. It also provides empirical evidence that motivation, cognition and context significantly affect user interaction with AI-produced content.