Consumer Choice and Autonomy in the Age of Artificial Intelligence and Big Data

André, Quentin; Carmon, Ziv; Wertenbroch, Klaus; Crum, Alia J.; Frank, Douglas H.; Goldstein, William M.; Huber, Joel; Boven, Leaf Van; Weber, Bernd; Yang, Haiyang

doi:10.1007/s40547-017-0085-8

Cited by 208 publications

(157 citation statements)

References 66 publications

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“…In theory, because AI facilitates data-driven, micro-targeting marketing offerings (e.g., Gans et al 2017;Luo et al 2019), customers should view offerings more favorably, because it reduces their search costs. Yet it also could undermine customers' perceived autonomy, with implications for their evaluations and choices (André et al 2018). If customers learn that an AI algorithm can predict their preferred choices, they may deliberately choose a nonpreferred option, to reaffirm their autonomy (André et al 2018;Schrift et al 2017).…”

Section: Ai and Customer Behaviormentioning

confidence: 99%

“…Yet it also could undermine customers' perceived autonomy, with implications for their evaluations and choices (André et al 2018). If customers learn that an AI algorithm can predict their preferred choices, they may deliberately choose a nonpreferred option, to reaffirm their autonomy (André et al 2018;Schrift et al 2017). Such considerations evoke a variety of research questions.…”

Section: Ai and Customer Behaviormentioning

confidence: 99%

See 1 more Smart Citation

How artificial intelligence will change the future of marketing

Davenport

Guha

Grewal

et al. 2019

J. of the Acad. Mark. Sci.

1,187

645

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In the future, artificial intelligence (AI) is likely to substantially change both marketing strategies and customer behaviors. Building from not only extant research but also extensive interactions with practice, the authors propose a multidimensional framework for understanding the impact of AI involving intelligence levels, task types, and whether AI is embedded in a robot. Prior research typically addresses a subset of these dimensions; this paper integrates all three into a single framework. Next, the authors propose a research agenda that addresses not only how marketing strategies and customer behaviors will change in the future, but also highlights important policy questions relating to privacy, bias and ethics. Finally, the authors suggest AI will be more effective if it augments (rather than replaces) human managers.

show abstract

Section: Ai and Customer Behaviormentioning

confidence: 99%

Section: Ai and Customer Behaviormentioning

confidence: 99%

How artificial intelligence will change the future of marketing

Davenport

Guha

Grewal

et al. 2019

J. of the Acad. Mark. Sci.

1,187

645

View full text Add to dashboard Cite

show abstract

“…Perceived sacrifice pertains to “what is given up or sacrificed to obtain a product [or service]” ( Zeithaml, 1988 , p. 10) and encompasses monetary and non-monetary costs including time, effort, cognitive engagement, or feelings such as irritation and annoyance ( Zeithaml, 1988 ). Recent studies emphasise the need to study the sacrifice customers make when using automated services, especially when there is a limited number of options available for them to choose from ( André et al, 2018 ).…”

Section: Proposed Model and Hypothesis Developmentmentioning

confidence: 99%

Customer experiences in the age of artificial intelligence

Ameen

Tarhini

Reppel

et al. 2021

Computers in Human Behavior

366

203

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Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.

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“…Artificial intelligence (AI) and machine learning (ML) are applied in many areas [1] such as medical technologies [2,3], big data [4], various neuro linked technologies [5][6][7][8][9][10][11][12][13][14][15], autonomous cars, drones, As such, disabled people have a stake in AI/ML advancements and how they are governed. Furthermore, disabled people have many distinct roles to contribute to AI/ML advancement discussions in general and in particular to AI/ML ethics and governance discussions, such as therapeutic and non-therapeutic user, knowledge producer, knowledge consumer, influencer of the discourses, and victims.…”

Section: Introductionmentioning

confidence: 99%

Coverage of Artificial Intelligence and Machine Learning within Academic Literature, Canadian Newspapers, and Twitter Tweets: The Case of Disabled People

Lillywhite

Wolbring

2020

Societies

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Artificial intelligence (AI) and machine learning (ML) advancements increasingly impact society and AI/ML ethics and governance discourses have emerged. Various countries have established AI/ML strategies. “AI for good” and “AI for social good” are just two discourses that focus on using AI/ML in a positive way. Disabled people are impacted by AI/ML in many ways such as potential therapeutic and non-therapeutic users of AI/ML advanced products and processes and by the changing societal parameters enabled by AI/ML advancements. They are impacted by AI/ML ethics and governance discussions and discussions around the use of AI/ML for good and social good. Using identity, role, and stakeholder theories as our lenses, the aim of our scoping review is to identify and analyze to what extent, and how, AI/ML focused academic literature, Canadian newspapers, and Twitter tweets engage with disabled people. Performing manifest coding of the presence of the terms “AI”, or “artificial intelligence” or “machine learning” in conjunction with the term “patient”, or “disabled people” or “people with disabilities” we found that the term “patient” was used 20 times more than the terms “disabled people” and “people with disabilities” together to identify disabled people within the AI/ML literature covered. As to the downloaded 1540 academic abstracts, 234 full-text Canadian English language newspaper articles and 2879 tweets containing at least one of 58 terms used to depict disabled people (excluding the term patient) and the three AI terms, we found that health was one major focus, that the social good/for good discourse was not mentioned in relation to disabled people, that the tone of AI/ML coverage was mostly techno-optimistic and that disabled people were mostly engaged with in their role of being therapeutic or non-therapeutic users of AI/ML influenced products. Problems with AI/ML were mentioned in relation to the user having a bodily problem, the usability of AI/ML influenced technologies, and problems disabled people face accessing such technologies. Problems caused for disabled people by AI/ML advancements, such as changing occupational landscapes, were not mentioned. Disabled people were not covered as knowledge producers or influencers of AI/ML discourses including AI/ML governance and ethics discourses. Our findings suggest that AI/ML coverage must change, if disabled people are to become meaningful contributors to, and beneficiaries of, discussions around AI/ML.

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Consumer Choice and Autonomy in the Age of Artificial Intelligence and Big Data

Cited by 208 publications

References 66 publications

How artificial intelligence will change the future of marketing

How artificial intelligence will change the future of marketing

Customer experiences in the age of artificial intelligence

Coverage of Artificial Intelligence and Machine Learning within Academic Literature, Canadian Newspapers, and Twitter Tweets: The Case of Disabled People

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