Affiliation:
1. Behavioral Science in Management, Ross School of Business, University of Michigan, Ann Arbor, MI, USA
2. Marketing and Director, The Rockwood School of Marketing, College of Business, Florida State University, Tallahassee, FL, USA
3. Department of Information Management, National Taiwan University, College of Management, Taipei, Taiwan
Abstract
AI in service can be for routine mechanical tasks, analytical thinking tasks, or empathetic feeling tasks. We provide a conceptual framework for the customer, firm, and interactional use of AI for empathetic tasks at the micro-, meso-, and macro-levels. Emotions resulting from AI service interactions can include basic emotions (e.g., joy, sadness, and fear), self-conscious emotions (e.g., pride, guilt, embarrassment), and moral emotions (e.g., contempt, righteous anger, social disgust). These emotions are mostly likely to occur during frontline interactions in which both firms and customers use AI, a phenomenon called “AI as customer.” The analysis level of AI service and emotion can be at the macro-level in which AI is transforming the service economy into a feeling economy, at the meso-level in which firms can use “thoughtful AI” to make the employees’ and customers’ lives a little bit better by brightening their days, and at the micro-level in which customers can experience basic, self-conscious, and moral emotions from interactions with service AI.
Funder
Ministry of Science and Technology, Taiwan
Subject
Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems
Reference24 articles.
1. The Role of Emotions in Marketing
2. Artificial Emotions and Love and Sex Doll Service Workers
3. Brown Annie (2021) “Can Artificial Intelligence Give Thoughtful Gifts? An Exploration of the Possibilities and Limits of AI’s Humanity,” Forbes, August 29, https://www.forbes.com/sites/anniebrown/2021/08/29/can-artificial-intelligence-give-thoughtful-gifts-an-exploration-of-the-possibilities-and-limits-of-ais-humanity/?sh=6b334388375e.
4. Candelon Francois, Ha Su M., McDonald Colleen (2022), “A.I. Could Make Your Company More Productive—But Not If It Makes Your People Less Happy, ” Fortune, January 7, https://fortune.com/2022/01/07/artificial-intelligence-ai-productivity-challenges-human-element/.
5. Conscious Empathic AI in Service
Cited by
9 articles.
订阅此论文施引文献
订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献