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Full-Text Articles in Business
Ethical Perceptions Of Ai In Hiring And Organizational Trust: The Role Of Performance Expectancy And Social Influence, Maria Figueroa-Armijos, Brent B. Clark, Serge P. Da Motta Veiga
Ethical Perceptions Of Ai In Hiring And Organizational Trust: The Role Of Performance Expectancy And Social Influence, Maria Figueroa-Armijos, Brent B. Clark, Serge P. Da Motta Veiga
Marketing & Entrepreneurship Faculty Publications
The use of artificial intelligence (AI) in hiring entails vast ethical challenges. As such, using an ethical lens to study this phenomenon is to better understand whether and how AI matters in hiring. In this paper, we examine whether ethical perceptions of using AI in the hiring process influence individuals’ trust in the organizations that use it. Building on the organizational trust model and the unified theory of acceptance and use of technology, we explore whether ethical perceptions are shaped by individual differences in performance expectancy and social influence and how they, in turn, impact organizational trust. We collected primary …
Artificial Empathy In Marketing Interactions: Bridging The Human-Ai Gap In Affective And Social Customer Experience, Yuping Liu-Thompkins, Shintaro Okazaki, Hairong Li
Artificial Empathy In Marketing Interactions: Bridging The Human-Ai Gap In Affective And Social Customer Experience, Yuping Liu-Thompkins, Shintaro Okazaki, Hairong Li
Marketing Faculty Publications
Artificial intelligence (AI) continues to transform firm-customer interactions. However, current AI marketing agents are often perceived as cold and uncaring and can be poor substitutes for human-based interactions. Addressing this issue, this article argues that artificial empathy needs to become an important design consideration in the next generation of AI marketing applications. Drawing from research in diverse disciplines, we develop a systematic framework for integrating artificial empathy into AI-enabled marketing interactions. We elaborate on the key components of artificial empathy and how each component can be implemented in AI marketing agents. We further explicate and test how artificial empathy generates …