Healthcare workers' adoption of and satisfaction with artificial intelligence: The counterintuitive role of paradoxical tensions and paradoxical mindset
Luís Irgang, Andrea Sestino, Henrik Barth, Magnus Holmén
Abstract
Artificial intelligence (AI) is revolutionizing healthcare by introducing novel treatments and applications, thereby transforming the sector. However, the complexity, ambiguity, and inherent risks associated with AI can create tensions for healthcare workers that may result in stress, anxiety, and discomfort when they make decisions. These tensions are paradoxical in nature as they may present conflicting demands that can persist over time and develop into seemingly irrational situations. Understanding how these paradoxical tensions affect healthcare workers' responses to AI is crucial in addressing their concerns. This study investigates the role of paradoxical tensions and the paradoxical mindset in shaping healthcare workers' responses to AI. The study examines how these two factors influence individuals' intention to adopt AI systems and tools and evaluates the users' satisfaction with them. Using a quantitative survey design, data were collected from 357 healthcare workers. The results, based on regression analysis, indicate that paradoxical tensions positively influence both individuals' intention to adopt AI systems and tools and their satisfaction with the current use of AI systems and tools. The results also indicate that the paradoxical mindset positively mediates these relationships. • This paper investigates the adoption of and satisfaction with AI systems and tools in healthcare using paradox theory. • This study surveyed 357 physicians and nurses working in Swedish healthcare. • Learning, performing, belonging, and power tensions positively influence individuals' intentions and attitudes toward AI. • Paradoxical mindset mediates the relationship between paradoxical tensions and individuals' responses toward AI.