Muhammad Ehsan

Shadow AI usage and ethical AI adoption: the moderating role of chief AI officer governance

Purpose The rapid emergence of Shadow artificial intelligence (AI), the informal and unauthorised use of AI tools by employees, poses a growing challenge for global organisations. It creates cybersecurity threats, compliance risks, data breaches and ethical violations such as bia...

AI transparency and bias mitigation in customer service: how ethical culture shapes customer trust

Purpose This study aims to examine an unresolved issue in artificial intelligence (AI) driven customer service: Why transparency and bias mitigation do not automatically translate into customer trust across organizational contexts. Specifically, this study investigates the effect...