Now showing 1 - 10 of 34
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Stolpersteine auf dem Weg zum Kunden

, Herhausen, Dennis , Schögel, Marcus

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Start with why: the transfer of work meaningfulness from leaders to followers and the role of dyadic tenure

2022 , Kipfelsberger, Petra , Raes, Anneloes , Herhausen, Dennis , Kark, R. , Bruch, Heike

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Overcoming the pitfalls and perils of algorithms: A classification of machine learning biases and mitigation methods

2022 , van Giffen, Benjamin , Herhausen, Dennis , Fahse, Tobias

Over the last decade, the importance of machine learning increased dramatically in business and marketing. However, when machine learning is used for decision-making, bias rooted in unrepresentative datasets, inadequate models, weak algorithm designs, or human stereotypes can lead to low performance and unfair decisions, resulting in financial, social, and reputational losses. This paper offers a systematic, interdisciplinary literature review of machine learning biases as well as methods to avoid and mitigate these biases. We identified eight distinct machine learning biases, summarized these biases in the cross-industry standard process for data mining to account for all phases of machine learning projects, and outline twenty-four mitigation methods. We further contextualize these biases in a real-world case study and illustrate adequate mitigation strategies. These insights synthesize the literature on machine learning biases in a concise manner and point to the importance of human judgment for machine learning algorithms.

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Capturing Value in the Internet of Things

2020-01 , Wortmann, Felix , Herhausen, Dennis , Bilgeri, Dominik , Weinberger, Markus , Fleisch, Elgar

The Internet of Things (loT) promises to deliver enormous business value. More specifically, loT solutions disrupt existing business models by opening up novel service opportunities. In order to help companies understand the opportunities and challenges of this development, we shed light on different loT revenue models. Based on an inductive case study approach, we identify nine direct and indirect revenue patterns. The different types of revenue patterns all use loT-enabled services to create value for customers; the extent and the monetization of services, however, vary.

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Generative AI Tools in Customer Service - Beyond the Hype of "Prompt Engineering"

2023-06 , Thedda Deecke , Dr. Sina Wulfmeyer , Marcus Schögel , Marcus Schögel , Dennis Herhausen

The adoption of artificial assistant tools (AAT) powered by generative artificial intelligence and large language models to support frontline employees (FLEs) opens up promising new use cases while also introducing changing skillset requirements and new challenges (e.g., in compliance and data security). In this paper, the authors explore AAT implementation in a customer contact center, drawing conclusions from a qualitative study of practical use cases, necessary FLE skills and data security requirements and solutions. Recommendations are provided for implementing AATs using the GPT-3.5 Turbo API.

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Start with why: The transfer of work meaningfulness from leaders to followers and the role of dyadic tenure

2022-06-22 , Kipfelsberger, Petra , Raes, Anneloes , Herhausen, Dennis , Kark, Ronit , Bruch, Heike

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Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality

2020-07-15 , Herhausen, Dennis , Emrich, Oliver , Grewal, Dhruv , Kipfelsberger, Petra , Schögel, Marcus

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How family CEOs affect employees’ feelings and behaviors: A study on positive emotions

2022-03-07 , Kammerlander, Nadine , Menges, Jochen , Herhausen, Dennis , Kipfelsberger, Petra , Bruch, Heike

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Believe the Hype? Herausforderungen und Herangehensweisen an das „Metaverse"

2022-11-04 , Schögel, Marcus , Grellmann, Laura-Eve , Lienhard, Severin Dominic , Herhausen, Dennis

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Perspektiven für Face-Recognition im Data-Driven-Marketing

2020 , Reinhold, Michael , Herhausen, Dennis , Pahl, Maximilian Niklas , Wulf, Jochen