The Impact of Lack of Organizational Communication on Generative AI on Anxiety and Task Performance: The Role of Technology Readiness of Employee

doi:10.22716/sckt.2026.14.2.005

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2026 Vol.14, Issue 2 Preview Page Next Page

Research Article

The Impact of Lack of Organizational Communication on Generative AI on Anxiety and Task Performance: The Role of Technology Readiness of Employee 생성형 AI 관련 조직 커뮤니케이션 부족이 불안감과 업무 성과에 미치는 영향: 조직원 기술 준비도의 역할: In-ho Hwang¹
황인호¹; ¹Assistant Professor, College of General Education, Kookmin University

¹국민대학교 교양 대학 교수

30 June 2026. pp. 49-61

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Abstract

기업들은 조직원의 지식 관리 측면에서 생성형 AI를 적극적으로 활용하고 있지만, 생성형 AI의 일관된 도입과 업무 성과 향상을 위해서는 조직의 커뮤니케이션 전략 운영이 필수적이다. 본 연구는 생성형 AI 관련 커뮤니케이션 부족이 조직원의 업무 성과에 미치는 영향을 확인함으로써, 역설적으로 구조화된 커뮤니케이션의 필요성을 제시한다. 사회학, 간호학, 경영학 등의 선행연구를 기반으로 연구 모델을 제안하고, 생성형 AI를 업무에 활용하는 조직의 근로자를 대상으로 설문 조사를 하였다. 또한, AMOS 22.0과 Process 3.1 매크로를 활용하여 연구 모델을 검증하였다. 가설 검증 결과, 커뮤니케이션 불확실성과 모호성이 예측 불안감을 통해 업무 성과를 감소하는 조건임을 확인하였다. 또한, 개인의 기술 준비도가 예측 불안감, 커뮤니케이션 불확실성, 커뮤니케이션 모호성이 업무 성과에 미치는 부정적 영향을 완화하는 것을 확인하였다. 본 연구 결과는 생성형 AI 기반 환경에서 성공적인 업무 수행에 필요한 조직적, 개인적 요인을 명확히 함으로써, 조직의 생성형 AI에 기반한 성과 창출을 위한 커뮤니케이션 전략 수립에 도움을 준다.

Organizations are increasingly leveraging generative AI (GenAI) for employee knowledge management; however, ensuring consistent GenAI adoption and enhanced task performance necessitates a strategic organizational communication approach. This study examines the need for structured communication by elucidating the mechanisms linking communication gaps regarding GenAI to employee task performance. Drawing upon prior research in sociology, nursing, and business administration, a research model was developed and validated through a survey of employees in organizations utilizing GenAI. Hypothesis testing was applied using AMOS 22.0 and Process 3.1 macros. Hypothesis testing revealed that communication uncertainty and ambiguity negatively affect task performance via prospective anxiety, while individual technology readiness attenuates these adverse effects. These results contribute to the formulation of strategies aimed at optimizing GenAI-driven performance by clarifying the organizational and individual factors critical for successful task achievement in GenAI-enabled environments.

Keywords

Generative AI

Communication Uncertainty

Communication Ambiguity

Prospective Anxiety

Technology Readiness

References

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10.1016/j.tele.2020.101349
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10.2307/25148634
A. Parasuraman, “Technology readiness index(TRI)–A multiple-item scale to measure readiness to embrace new technologies”, Journal of Service Research, Vol. 2, No. 4, pp. 307-320, 2000.
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Information

Publisher :The Society of Convergence Knowledge
Publisher(Ko) :융복합지식학회
Journal Title :The Society of Convergence Knowledge Transactions
Journal Title(Ko) :융복합지식학회논문지
Volume : 14
No :2
Pages :49-61
DOI :https://doi.org/10.22716/sckt.2026.14.2.005

[1] P. K. Agrawal, “Towards adoption of generative AI in organizational settings”, Journal of Computer Information Systems, Vol. 64, No. 5, pp. 636-651, 2024.
10.1080/08874417.2023.2240744

[2] K. Singh, S. Chatterjee, and M. Mariani, “Applications of generative AI and future organizational performance: The mediating role of explorative and exploitative innovation and the moderating role of ethical dilemmas and environmental dynamism”, Technovation, Vol. 133, p. 103021, 2024.
10.1016/j.technovation.2024.103021

[3] Y. Kim, V. Blazquez, and T. Oh, “Determinants of generative AI system adoption and usage behavior in Korean companies: Applying the UTAUT model”, Behavioral Sciences, Vol. 14, No. 11, p. 1035, 2024.

[4] 박준성, 박희준, “업무 환경에서 생성형 AI 사용 의도에 영향을 미치는 촉진 요인과 저해 요인 분석”, 품질경영학회지, 제52권, 제3호, pp. 509-527, 2024.

[5] M. Tarafdar, Q Tu, B. S. Ragu-Nathan, and T. S. Ragu-Nathan, “The impact of technostress on role stress and productivity”, Journal of Management Information Systems, Vol. 24, No. 1, pp. 301-328, 2007.
10.2753/MIS0742-1222240109

[6] I. Hwang, and R. Seo, “Mitigating security stress: Exploring the contingent role of collaborative communication in enhancing information security compliance”, Computers & Security, Vol. 151, p. 104326, 2025.
10.1016/j.cose.2025.104326

[7] 조인호, 조준석, “조직 내 커뮤니케이션 불확실성과 모호성의 차별성”, 언론정보연구, 제49권, 제1호, pp. 220-258, 2012.
10.22174/jcr.2012.49.1.220

[8] M. Kim, C. Lee, and M. W. Preis, “The impact of innovation and gratification on authentic experience, subjective well-being, and behavioral intention in tourism virtual reality: The moderating role of technology readiness”, Telematics and informatics, Vol. 49, p. 101349, 2020.
10.1016/j.tele.2020.101349

[9] 강지영, “생성형 인공지능 기반 버추얼 휴먼의 언캐니 밸리 효과에 대한 연구”, 융복합지식학회논문지, 제12권, 제2호, pp. 37-49, 2024.
10.15187/adr.2024.11.37.5.385

[10] Statista, https://www.statista.com

[11] 한국은행, AI의 빠른 확산과 생산성 효과: 가계조사를 바탕으로, 2025.

[12] S. Verma, V. Singh, A. A. Tudoran, and S. S. Bhattacharyya, “Elevating employees’ psychological responses and task performance through responsible artificial intelligence”, Information Technology & People, Vol. 37, No. 7, pp. 2551-2567, 2024.
10.1108/ITP-05-2023-0431

[13] R. Ayyagari, V. Grover, and R. Purvis, “Technostress: Technological antecedents and implications”, MIS Quarterly, Vol. 35, No. 4, pp. 831-858, 2011.
10.2307/41409963

[14] V. Venkatesh, M. G. Morris, G. B. Davis, and F. D. Davis, “User acceptance of information technology: Toward a unified view”, MIS Quarterly, Vol. 27, No. 3, pp. 425-478, 2003.
10.2307/30036540

[15] R. N. Carleton, M. P. J. Norton, and G. J. Asmundson, “Fearing the unknown: A short version of the intolerance of uncertainty scale”, Journal of Anxiety Disorders, Vol. 21, No. 1, pp. 105-117, 2007.
10.1016/j.janxdis.2006.03.014

[16] I. Hwang, and R. Seo, “When communications fail and values clash: What drives employees to resist information security compliance?”, International Journal of Business Communication, Advance Online Publication, pp. 1-25, 2026.
10.1177/23294884261418215

[17] A. Ahmad, and S. Saud, “The effect of role overload on employee anxiety and organization citizenship behavior”, Journal of Managerial Sciences, Vol. 10, No. 1, pp. 45-54, 2016.

[18] K. Ruck, and M. Welch, “Valuing internal communication; Management and employee perspectives”, Public Relations Review, Vol. 38, No. 2, pp. 294-302, 2012.
10.1016/j.pubrev.2011.12.016

[19] 양승희, “중소병원 간호사의 그릿, 의사소통능력이 조직몰입에 미치는 영향”, 융복합지식학회논문지, 제12권, 제3호, pp. 1-17, 2024.

[20] J. B. Barlow, M. Warkentin, D. Ormond, and A. Dennis, “Don’t even think about it! The effects of antineutralization, informational, and normative communication on information security compliance”, Journal of the Association for Information Systems, Vol. 19, No. 8, pp. 689-715, 2018.
10.17705/1jais.00506

[21] 황인호, “정보보안 커뮤니케이션 불확실성과 모호성이 정책 불확실성과 미준수 행동에 미치는 영향: 경쟁적 심리 분위기의 역할”, 비즈니스융복합연구, 제8권, 제5호, pp. 155-163, 2023.
10.31152/JB.2023.10.8.5.155

[22] B. Van Den Hooff, and J. De Ridder, “Knowledge sharing in context: The influence of organizational commitment, communication climate and CMC use on knowledge sharing”, Journal of Knowledge Management, Vol. 8, No. 6, pp. 117-130, 2004.
10.1108/13673270410567675

[23] A. Bhattacherjee, and G. Premkumar, “Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test”, MIS Quarterly, Vol. 28, No. 2, pp. 229-254, 2004.
10.2307/25148634

[24] A. Parasuraman, “Technology readiness index(TRI)–A multiple-item scale to measure readiness to embrace new technologies”, Journal of Service Research, Vol. 2, No. 4, pp. 307-320, 2000.
10.1177/109467050024001

[25] M. Al Breiki, A. Al Abri, A. Al Moosawi, and A. Alburaiki, “Investigating science teachers’ intention to adopt virtual reality through the integration of diffusion of innovation theory and theory of planned behaviour: The moderating role of perceived skills readiness”, Education and Information Technologies, Vol. 28, No. 5, pp. 6165-6187, 2023.

[26] J. D’Ambra, S. Akter, and M. Mariani, “Digital transformation of higher education in Australia: Understanding affordance dynamics in E-Textbook engagement and use”, Journal of Business Research, Vol. 149, pp. 283-295, 2022.
10.1016/j.jbusres.2022.05.048

[27] 황인호, “메타버스 어포던스가 지속적 이용 의도에 미치는 영향: 기술 준비도와 심리적 소유의 역할”, 산업경제연구, 제36권, 제3호, pp. 437-461, 2023.
10.22558/jieb.2023.6.36.3.437

[28] J. C. Nunnally, “Psychometric Theory (2nd ed.)”, New York: McGraw-Hill, 1978.

[29] J. F. Hair, W. Black, B. Babin, and R. E. Anderson, “Multivariate Data Analysis (8nd ed.)”, Boston: Cengage, 2019.

[30] C. Fornell, and D. F. Larcker, “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50, 1981.
10.1177/002224378101800104

[31] P. M. Podsakoff, S. B. MacKenzie, J. Lee, and N. P. Podsakoff, “Common method biases in behavioral research: A critical review of the literature and recommended remedies”, Journal of Applied Psychology, Vol. 88, No. 5, pp. 879-903, 2003.
10.1037/0021-9010.88.5.879

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