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Influence of ChatGPT in Professional Communication -- Moderating Role of Perceived Innovativeness

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Title: Influence of ChatGPT in Professional Communication -- Moderating Role of Perceived Innovativeness
Language: English
Authors: Smriti Mathur (ORCID 0000-0002-0778-8481), Vandana Anand (ORCID 0009-0005-4507-5959), Durgansh Sharma (ORCID 0000-0002-3688-400X), Sushant Kr. Vishnoi (ORCID 0000-0002-3418-7542)
Source: International Journal of Information and Learning Technology. 2025 42(1):107-126.
Availability: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
Peer Reviewed: Y
Page Count: 20
Publication Date: 2025
Document Type: Journal Articles
Reports - Research
Descriptors: Artificial Intelligence, Computer Software, Synchronous Communication, Influence of Technology, Communications, Professionalism, Innovation, Quality Assurance, Information Systems
DOI: 10.1108/IJILT-01-2024-0002
ISSN: 2056-4880
Abstract: Purpose: ChatGPT, a cutting-edge language model, stands as an unparalleled, unmatched conversational ally, showcasing novel versatility and intelligence in its responses. This research delves into the incorporation of ChatGPT, a powerful generative AI tool, into professional communication. This study utilizes the information system success model (ISSM) to examine the role of ChatGPT in strengthening information quality (IQ), system quality (SQ) and service quality (SEQ) for improving customer usage intention (UI) and satisfaction (SAT). The study also investigates the moderating impact of perceived innovativeness between these relationships. Design/methodology/approach: The research collected data from a sample of 400 customers through an online survey and validated the hypothesized relationships using structural equation modelling (SEM). Process Macros 4.1 in SPSS 22.0 is used to test the moderating role of perceived innovation between IQ, SQ and SEQ and UI and SAT. Findings: The results of SEM analysis indicate that IQ, SQ and SEQ all positively support UI to use ChatGPT for professional communication with SAT. The result also establishes that perceived innovativeness positively moderates the relationship between IQ, SQ and SEQ and UI and SAT. Originality/value: This research study offers novel contributions to the literature and body of knowledge by establishing the moderating role of perceived innovativeness in strengthening the relationship between IQ, SQ and SEQ and UI and SAT. Further, this study also proposes a 2*2 matrix to segment the UI and SAT of ChatGPT users in professional communication with varying degrees of perceived innovativeness.
Abstractor: As Provided
Entry Date: 2025
Accession Number: EJ1458399
Database: ERIC
FullText Text:
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  Data: Influence of ChatGPT in Professional Communication -- Moderating Role of Perceived Innovativeness
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  Data: <searchLink fieldCode="AR" term="%22Smriti+Mathur%22">Smriti Mathur</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0002-0778-8481">0000-0002-0778-8481</externalLink>)<br /><searchLink fieldCode="AR" term="%22Vandana+Anand%22">Vandana Anand</searchLink> (ORCID <externalLink term="https://orcid.org/0009-0005-4507-5959">0009-0005-4507-5959</externalLink>)<br /><searchLink fieldCode="AR" term="%22Durgansh+Sharma%22">Durgansh Sharma</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0002-3688-400X">0000-0002-3688-400X</externalLink>)<br /><searchLink fieldCode="AR" term="%22Sushant+Kr%2E+Vishnoi%22">Sushant Kr. Vishnoi</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0002-3418-7542">0000-0002-3418-7542</externalLink>)
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  Data: <searchLink fieldCode="SO" term="%22International+Journal+of+Information+and+Learning+Technology%22"><i>International Journal of Information and Learning Technology</i></searchLink>. 2025 42(1):107-126.
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  Data: Emerald Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emerald.com/insight
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  Data: Journal Articles<br />Reports - Research
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  Data: <searchLink fieldCode="DE" term="%22Artificial+Intelligence%22">Artificial Intelligence</searchLink><br /><searchLink fieldCode="DE" term="%22Computer+Software%22">Computer Software</searchLink><br /><searchLink fieldCode="DE" term="%22Synchronous+Communication%22">Synchronous Communication</searchLink><br /><searchLink fieldCode="DE" term="%22Influence+of+Technology%22">Influence of Technology</searchLink><br /><searchLink fieldCode="DE" term="%22Communications%22">Communications</searchLink><br /><searchLink fieldCode="DE" term="%22Professionalism%22">Professionalism</searchLink><br /><searchLink fieldCode="DE" term="%22Innovation%22">Innovation</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+Assurance%22">Quality Assurance</searchLink><br /><searchLink fieldCode="DE" term="%22Information+Systems%22">Information Systems</searchLink>
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  Data: 10.1108/IJILT-01-2024-0002
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  Data: 2056-4880
– Name: Abstract
  Label: Abstract
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  Data: Purpose: ChatGPT, a cutting-edge language model, stands as an unparalleled, unmatched conversational ally, showcasing novel versatility and intelligence in its responses. This research delves into the incorporation of ChatGPT, a powerful generative AI tool, into professional communication. This study utilizes the information system success model (ISSM) to examine the role of ChatGPT in strengthening information quality (IQ), system quality (SQ) and service quality (SEQ) for improving customer usage intention (UI) and satisfaction (SAT). The study also investigates the moderating impact of perceived innovativeness between these relationships. Design/methodology/approach: The research collected data from a sample of 400 customers through an online survey and validated the hypothesized relationships using structural equation modelling (SEM). Process Macros 4.1 in SPSS 22.0 is used to test the moderating role of perceived innovation between IQ, SQ and SEQ and UI and SAT. Findings: The results of SEM analysis indicate that IQ, SQ and SEQ all positively support UI to use ChatGPT for professional communication with SAT. The result also establishes that perceived innovativeness positively moderates the relationship between IQ, SQ and SEQ and UI and SAT. Originality/value: This research study offers novel contributions to the literature and body of knowledge by establishing the moderating role of perceived innovativeness in strengthening the relationship between IQ, SQ and SEQ and UI and SAT. Further, this study also proposes a 2*2 matrix to segment the UI and SAT of ChatGPT users in professional communication with varying degrees of perceived innovativeness.
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      – SubjectFull: Computer Software
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      – SubjectFull: Synchronous Communication
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      – SubjectFull: Communications
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      – SubjectFull: Information Systems
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