Perceived Stakeholder Engagement in Corporate Data Responsibility (CDR) Communication and Its Relationship with Trust in Generative AI Systems: The Mediating Role of Algorithmic and Institutional Responsibility

Abstract

Proposing corporate data responsibility (CDR) as an emerging dimension of corporate social responsibility (CSR), this study examines how consumers perceive their generative AI (GenAI) company’s communication about data responsibility, and how these communications influence perceived CDR and trust in the service. Using data from a national survey of 819 U.S. GenAI users, the findings demonstrate that stakeholder engagement in CDR communication positively influences consumer perceptions of both algorithmic and institutional responsibility. Notably, institutional responsibility plays a significant role in enhancing trust in GenAI systems, serving as a cognitive heuristic for evaluating technical algorithmic responsibility. It suggests that institutional responsibility bridges the gap between technical algorithmic accountability and consumer trust. These insights highlight institutional responsibility as a cornerstone of CDR, emphasizing its critical role in shaping perceptions and building trust in the context of AI systems.