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With the growing use of artificial intelligence, search engine providers are increasingly pushing advertisers to use automated bidding strategies based on machine learning. Such automated decision‐making systems leave advertisers in the dark about the data being used and how they can influence the outcome of the decision‐making process. Previous literature on artificial intelligence lacks an understanding of the dangers related to artificially intelligent systems and their lack of transparency. In response, our paper addresses the inherent risks of the automated optimization of advertisers' bidding strategies in search engine advertising. The selected empirical case of a service company therefore demonstrates how data availability can trigger a long‐term decline in advertising performance and how search engine advertising performance metrics develop before and after an event of data scarcity. Based on data collected for 525 days, difference‐in‐differences analysis shows that the algorithmic approach has a considerable and lasting negative impact on advertising performance. Furthermore, the empirical case indicates that self‐regulated learning can initialize a downward spiral that gradually impairs advertising performance. Thus, the aim of this study is to increase awareness regarding automated decision‐making dangers in search engine advertising and help advertisers take preventive measures to reduce the risks of algorithm missteps.

We investigate how the perceived quality influences touchpoint performance to provide a more nuanced understanding for analysing customer journeys. To answer the research questions, a survey in a real life online setting was carried out. The setting contained complex service solutions that were offered in a business-to-business context. The quantitative study shows that the perceived quality of a website has an influence on consumers’ buying intention. This correlation increases as the customer journey progresses. The perceived quality influences the website’s impact on visitors’ buying intention with a medium to strong effect size and the influence of a website’s quality on the impact on visitors’ buying intention varies significantly at different customer journey phases. While extant research focusses either on customer experience at touchpoints or touchpoints’ effects on buying behavior, we combine insights from both streams of research to highlight the role of website quality in determining touchpoint performance along the customer journey. Practitioners can use these insights to allocate resources in marketing and sales more efficiently.

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