Technology instead of consumers: Automation and replacement
Type
conference contribution
Date Issued
2024-04-18
Author(s)
Abstract
Were it once fellow human beings and manual labor that consumers encountered on their consumption journeys, it is now increasingly technology agents and automated processes that they face. As companies embrace these technologies for their efficiency and cost benefits, it becomes crucial to understand the consequences of this transformation for consumers (e.g., choice, satisfaction) and companies (e.g., sales, trust). One growing research stream addresses the phenomenon of AI-powered algorithms replacing humans in the market, offering insights into how consumers react to algorithmic service provision. Relatedly, replacing humans with (ro)bots at the frontline can change consumer behavior and shape firm evaluations. Finally, research on autonomous products demonstrated which tasks may or may not benefit from automation. We leverage these insights together with our ongoing work to explore unanswered research questions.
Language
English
Event Title
Cunsumers + Technology Dialogue (CTD)
Event Location
Rotterdam
Event Date
18. + 19.04.2024