24377: Responsible Generative AI Use by Product Managers: Recoupling Ethical Principles and Practices (session 26200)

Since 2022, generative AI (genAI) has rapidly become integrated into workplaces. Though organizations have made commitments to use this technology “responsibly”, how organizations and their employees prioritize responsibility in their decision-making remains absent from extant management theorizing. In this paper, we examine how product managers – who often serve as gatekeepers in decision-making processes – implement responsible practices in their day-to-day work when using genAI. Using Institutional Theory, we illuminate the factors that constrain or support proactive responsible development and usage of genAI technologies. We employ a mixed methods research design, drawing on 25 interviews with product managers and a global survey of 300 respondents in product management-related roles. The majority of our respondents report (1) widespread uncertainty regarding what “responsibility” means or looks like, (2) diffused responsibility given assumed ethical actions by other teams, (3) lack of clear incentives and guidance within organizations, and (4) the importance of leadership buy-in and principles for navigating tensions between ethical commitments and profit motives. However, our study finds that even in highly uncertain environments, absent guidance from leadership, product managers can “recouple” ethical commitments and practices by finding responsibility “micro-moments”. Product managers seek out low-risk, small-scale actions they can take without explicit buy-in from higher-level managers, such as individual or team-wide checks and reviews and safeguarding standards for data. Our research highlights how genAI poses unique challenges to organizations trying to couple ethical principles and daily practices and the role that middle-level management can play in recoupling the two.

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