New paper: Leveraging machine learning in the global fight against money laundering and terrorism financing: An affordances perspective

There is a lot of enthusiasm about the potential of artificial intelligence in general, and machine learning in particular, to solve just about any problem on Earth. Thus, a special issue of the Journal of Business Research is looking at the potential of those technologies to meet the United Nations 17 Sustainable Development Goals; and … Continue reading New paper: Leveraging machine learning in the global fight against money laundering and terrorism financing: An affordances perspective

Some thoughts on Covid-19 and the hospitality sector

Figures released by the ONS show that GDP grew 2.1% in August 2020. Ninety per cent of this growth (or 1.9 percental points) arose from the services sector, and the remaining from production. While this growth falls below the one registered in July (and while monthly GDP is still very much below pre-lockdown levels), it … Continue reading Some thoughts on Covid-19 and the hospitality sector

Recent publications #3

This has been a productive year on the writing front, with several long running projects finally materialising in publications. Here is an overview of what I have published, since my previous update. Journal articles Ball, K., Canhoto, A. I., Daniel, E., Dibb, S., Meadows, M. & Spiller, K. (2020). Organizational tensions arising from mandatory data exchange between the … Continue reading Recent publications #3

Attracting customers to physical retail, post-Covid19

In the summer, McKinsey posted the findings from a study looking at how US consumer preferences for online vs in store shopping were evolving, as a result of the Covid-19 pandemic. The article was written by Tamara Charm, Becca Coggins, Kelsey Robinson and Jamie Wilkie, and is available here. Unsurprisingly, Charm and colleagues found that online … Continue reading Attracting customers to physical retail, post-Covid19

Three ways the Internet can help gather consumer insight

The Internet is a promising source of consumer insight. Data can be collected in real time; we do not need to interrupt consumers with our pesky phone calls or street surveys; and we may even be able to get access to certain segments of the population not reachable via traditional surveys. Here are three ways … Continue reading Three ways the Internet can help gather consumer insight

September 2020 round-up

September was about the return to routine. We returned to work after the family vacation. The kiddo returned to school after the long summer break, and the teen returned to her student accommodation. We also returned to the gym, after the lockdown. Of course, everything is different this time around. Meetings are taking place online. Face … Continue reading September 2020 round-up

Impact of the requirement to wear face coverings for hospitality and retail businesses

Earlier this week, the government announced a new set of measures to contain the rise of Covid-19 cases in England. This included the requirement for face coverings (masks or visors) to be worn in a variety of settings. From the Gov.uk website: Customers in private hire vehicles and taxis must wear face coverings (from 23 September).Customers in … Continue reading Impact of the requirement to wear face coverings for hospitality and retail businesses

Slides from “Coping with chatbot service failure” talk

Here are the slides from my (online) talk at BML Munjal University, earlier this month. This talk draws on my work on identifying how artificial intelligence can destroy business value, and specifically the empirical work developed my doctoral student Daniela Castillo (paper here; discussion here and here). The talk was followed by a Q&A, where participants … Continue reading Slides from “Coping with chatbot service failure” talk

Small service failures, customer dissatisfaction and defection

Big service failures are bad news for business. They make for unhappy customers; they tend to result in complaints; and they may represent additional cost. If the company has really messed up and/or if the customers are very vocal, big failures may even get media’s attention, and lead to public embarrassment. But what about the … Continue reading Small service failures, customer dissatisfaction and defection