Building Trust in Decision-Support Artificial Intelligence: A Boundary Spanning Perspective

IF 8.2 2区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Information Systems Journal Pub Date : 2026-04-15 Epub Date: 2025-10-07 DOI:10.1111/isj.70015

Miao Cui, Wanling Li, Ken Kamoche

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引用次数: 0

Abstract

Decision-support artificial intelligence (AI) has become an essential technology for firms aiming to increase their business development by optimising strategic decisions. However, unlike other information technologies, decision-support AI often operates as a ‘black box’, which can erode trust. The current understanding of information technology trust faces challenges when attempting to explain the role of trust in decision-support AI when formulating business strategies. This study explores how firms can develop trust in decision-support AI for the formulation of business strategies. By adopting a boundary-spanning perspective, the research introduces a three-stage model that outlines specific strategies, processes, and outcomes at each stage to nurture trust in decision-support AI. This study contributes to the existing literature on AI trust by proposing an approach for building organisational trust in decision-support AI and to technology trust theory by emphasising the iterative and concurrent dynamics of trust and usage within the realm of decision-support AI, as well as the interactive capability of organisations with decision-support AI. Additionally, it enriches the boundary-spanning literature by offering a planned view on decision-support AI trust development.

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在决策支持人工智能中建立信任：跨界视角

决策支持人工智能（AI）已经成为企业通过优化战略决策来促进业务发展的一项重要技术。然而，与其他信息技术不同，支持决策的人工智能通常以“黑箱”的方式运作，这可能会侵蚀信任。在制定商业战略时，试图解释信任在决策支持人工智能中的作用时，目前对信息技术信任的理解面临挑战。本研究探讨企业如何建立对决策支持人工智能的信任，以制定商业战略。通过采用跨界视角，该研究引入了一个三阶段模型，概述了每个阶段的具体战略、流程和结果，以培养对决策支持人工智能的信任。本研究通过提出一种在决策支持人工智能中建立组织信任的方法，以及通过强调决策支持人工智能领域内信任和使用的迭代和并发动态，以及具有决策支持人工智能的组织的交互能力，为现有的人工智能信任文献做出了贡献。此外，它通过提供决策支持AI信任发展的计划视图，丰富了跨界文献。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Information Systems Journal INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

14.60

自引率

7.80%

发文量

期刊介绍： The Information Systems Journal (ISJ) is an international journal promoting the study of, and interest in, information systems. Articles are welcome on research, practice, experience, current issues and debates. The ISJ encourages submissions that reflect the wide and interdisciplinary nature of the subject and articles that integrate technological disciplines with social, contextual and management issues, based on research using appropriate research methods.The ISJ has particularly built its reputation by publishing qualitative research and it continues to welcome such papers. Quantitative research papers are also welcome but they need to emphasise the context of the research and the theoretical and practical implications of their findings.The ISJ does not publish purely technical papers.