Abstract

This work in progress tests the cue-route of HAII-TIME in work related ChatGPT use. Focusing customer success professionals, we examine whether perceived task specific affordance cues for writing assistance, emotional assistance, and personal assistance predict user satisfaction through dual-valence machine heuristics. Drawing on HAII-TIME and prior work on positive and negative machine heuristics, we argue that the same capability cues can activate competence oriented beliefs as well as concerns about rigidity and lack of nuanced judgment, yielding divergent satisfaction outcomes. We further test prior ChatGPT experience and Big-Five traits as boundary conditions.

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