Work

How Citizen Experiences Shape Attitudes Toward AI in Public Service Delivery: A Survey Experiment on Attitudinal Shifts

Year: 2026

Type: article

Abstract: As governments increasingly adopt artificial intelligence (AI) in public service delivery, understanding how citizens respond to AI-driven decisions is critical. Using survey experiment data ( N = 3,010), this study examines how citizens’ attitudes toward AI change after direct experiences with AI or human decision-makers in tax and SNAP policy contexts. The findings reveal a dual-process effect: exposure to AI increases beliefs in its performance capabilities but reduces overall perceptions relative to human interactions. The study also identifies a strong negativity bias, whereby negative AI experiences disproportionately erode trust, underscoring the need for phased AI deployment and robust expectation management.

Source: Public Organization Review

DOI: 10.1007/s11115-026-01067-4

Authors: Yeonkyung Kim, Yi-Fan Wang, Grace Jung

Institutions: Kean University, National Cheng Kung University, University of La Verne

Language: English

Topic: E-Government and Public Services

Subfield: Political Science and International Relations

Field: Social Sciences

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $3,190

OpenAlex ID: W7225831783

FWCI:

Cites: 24

Cited by:

Related to: