The impact of ChatGPT’s competencies on users’ intention to use

Peiyu Zhou, Changyong Liang, Yuguang Xie, Junhui Yan, Shuping Zhao and Li Jiang

The Service Industries Journal, 2025, vol. 45, issue 13-14, 1157-1186

Abstract: Driven by ChatGPT’s popularity, generative conversational artificial intelligence (GCAI) has captured global interest. Despite its widespread adoption, the competencies of GCAI and their influence on users’ intention to use it remain underexplored. This study examines the effect of GCAI competencies on users’ intention to use GCAI. Using a mixed-methods approach, we analyze social media comments and identify four key GCAI competencies. Based on media naturalness theory, trust literature, and the stimulus-organism-response model, we propose and test a research model via a survey. Our results show that accuracy of response, self-learning, and natural language interaction enhance users’ intention to use GCAI and trust in it, while human-like empathy influences trust but not intention. Trust fully mediates the relationship between human-like empathy and intention, and partially mediates the relationship between the other three competencies and intention. This study fills a gap in understanding GCAI’s appeal and offers guidance for developers and marketers.

Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2024.2416628 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:45:y:2025:i:13-14:p:1157-1186

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2024.2416628

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().